Implementation Engineer

Come Create at Ricoh

If you are seeking a team driven by passion and purpose, come create with us at Ricoh. We are a team of information seekers and customer-obsessed collaborators who aspire to deliver the services, solutions, and technologies that empower business success. We are looking for talented, inspired individuals to join us to help drive high-performance team and our commitment to excellence.

Ricoh is an integrated solutions provider and partner that connects people and technology, creates outstanding customer experiences, and delivers innovation for businesses worldwide. We empower digital workplaces by enabling individuals to work smarter from any location and harness the power of information—how it is collected, stored, managed, and shared—to unlock the potential in every organization. We deliver services and technologies that inspire our customers’ success and guide them toward a better and more sustainable future. If you are seeking a purpose-driven and passionate team, come create with us, and help drive our high-performance culture of excellence into tomorrow.

Invest in yourself

At Ricoh, you can:

• Choose from a broad selection of medical, dental, life, and disability insurance options.
• Contribute to your financial security with Retirement Savings Plan (401K), Health Savings Account (HSA), and Flexible Spending Account (FSA) investments.
• Augment your education with team member tuition assistance programs.
• Enjoy paid vacation time and paid holidays annually.
• Tap into many other benefits to enhance your health, wellness, and ongoing personal and professional development.

POSITION PROFILE

The Implementation Engineer (IE) is the technical lead for the pre and post-sales implementation of Ricoh's solutions portfolio. The IE's primary role includes the implementation of Ricoh's hardware and enablement software portfolio. The IE will be required to have benchmark levels of expertise in the hardware and enablement portfolio including a basic knowledge of the overall software suite of technologies. The IE is a key member of the account team and is expected to be the customers' trusted advisor throughout the customer life cycle. The IE will be engaged in a sales cycle to assess the customer's hardware requirements, demonstrate solutions, assist in creating a return on investment, provide basic project management during implementation, and train the customer. The primary focus of this role is to integrate hardware and enablement software solutions that improve a customer's workflow, reduce cost and drive 100% customer satisfaction during solution implementation.

JOB DUTIES AND RESPONSIBILITIES

• Achievement of assigned professional services and software revenue targets
• Support Ricoh Sales in the achievement of equipment unit and revenue targets
• Achievement of assigned non-financial KPI's including pre-sales calls, enablement software demos, and post-sale customer satisfaction follow-up meetings. The IE KPI utilization mix is 20% pre-sales and 80% post-sales implementation.
• Achieves subject matter expert status on the Ricoh-defined Enablement Software Portfolio
• Has an understanding of the products and concepts within the Ricoh-defined Standalone Software Portfolio
• Responsible for the development and management of customer Statements of Work through customer acceptance
• Early involvement in the sales process with assigned Sales Reps to evaluate prospective customer needs and to assist with account sales strategy development
• Assists in the proposal and closing of the sale of solutions that impact the customer's workflow
• Drives post-sales implementation follow-up independent of Sales with the goal of ensuring 100% customer satisfaction and uncovering additional workflow and application opportunities. The goal is to drive additional services revenue and print volume through new applications.
• Applies a consultative approach to analyzing and documenting customer requirements via the Needs Analysis Document. Architects integrated hardware and software solutions that meet customer business goals and technical requirements.
• Project Manages solutions implementation projects and coordinates with Ricoh, customers, and third-party resources. Ensures seamless transition from installation to post-install field service support.
• Responsible for securing customer acceptance of the solution implementation plan
• Responsible for ongoing personal sales, technical, and business skill development through the attainment of appropriate certifications and attendance at training
• Maintains knowledge of the industry, competitive developments applicable to local markets, and position responsibilities.
• Continued Education on a broad array of solutions enablers and goal to become a subject matter expert in data streams, workflow, finishing, VDP, Web2Print, etc.
• Note: Post-implementation resolution support for equipment and solutions is not provided by the PSE organization. Post-implementation support is provided by the Ricoh Technology Services organization via Ricoh Printing Solution Center (PPSC).