Staff HW 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 teams 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.

Job Description 

This is a Product Engineering position within the Global Engineering Support team supporting Ricoh’s Commercial and Industrial Printing product set. The Product Engineering position is defined as providing worldwide printer hardware technical support to specifically address customer satisfaction issues and defects on machines that are installed in supported environments and printing applications within product specifications.

In this position, the individual works worldwide with members of Field Service (Level 1), Customer Support Services (Level 2), Reliability, Availability, and Serviceability (RAS), Supply Chain, Marketing/Sales teams, Product Development and OEM vendors to identify, troubleshoot, and resolve field issues with Continuous Forms Ink Jet (CF IJ) products.  The position involves applying engineering analysis, problem-solving skills, and cross-functional leadership to resolve field issues and will own Level 3 Hardware field support. Must be able to lead others and communicate effectively and work in a cross-functional team environment. Duties include:

• Respond to field support and customer requests for hardware assistance quickly and effectively; exceed customer expectations for product quality (e.g., low schedule impact, high effectiveness, low cost) and for problem resolution.
• Support and follow established processes for escalation to Level 3, field problem support, and records management.
• Provide on-site support when deemed necessary by GES management, and will be required to provide periodic on-call support as customers may operate 24/7.
• Project office support for customer complaints (CMTs - customer management tool)
• The hardware Product Engineer supports print engine firmware and patch installation, testing, and release; paper forms evaluation; review, feedback, and evaluation of hardware changes (ECs including end of life of components and/or withdrawal from market); service documentation reviews; user documentation reviews (User Guides, Planning Guides, and Forms Design Guides); attends cross-functional team meetings with groups worldwide; supplier technical interface support (e.g., Pre/post vendors, third party sub-systems); help create content for Ricoh Technical Bulletins; interface with existing and potential suppliers to develop manufactured solutions and monitor quality control as necessary.
• Work with lab technicians to perform maintenance, repair, and/or modifications to product engineering test systems and direct efforts of machine operators to perform tests using engineering test systems.
• Must devise simple to complex experiments to recreate field problems—this may include using data recording tools, statistical methods, and documentation of experimental activities.
• Identification of potential Engineering Changes (EC) to drive continuous product quality improvements.
• Understand Manufacturing Processes and Quality Control is highly desirable, especially with inkjet ink production.
• Work with internal service planning and WW field service teams to identify areas for reduced service cost and general improvement of serviceability of printing products. Improvements may apply to service documentation/MAPs updates, service education, User Centered Design (UCD) feedback, and/or general product quality improvements.
• Prepare detailed reports for customers and engineering teams on test results as required.
• Experience with machine shop tools and shop/laboratory safety, use of maintenance manuals, drawings, and schematics for maintenance/repair of equipment, troubleshooting of electrical/mechanical systems, fabrication or assembly of test equipment, components, or subassemblies for experimental apparatus or prototype models.
• Records test procedures and results, performs routine analysis and calculations; and makes recommendations for changes in equipment, product, or test methods.
• Provide Marketing/Sales support reviewing customer state of readiness and solutions assurance, providing customer account technical feedback on a solution, and identifying action items to ensure customer acceptance and customer satisfaction for installation of new CF IJ system solution.
• Participate in the Request for Proposal and Quote (RPQ) customization process.
• Working knowledge of MS Office Suite (Word, Excel, and Powerpoint).
• Some travel may be required, including possible international travel, less than 10%.