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Field Specialist II, Field Services

3 months ago

Portland, United States Ricoh Full time $38
Field Specialist II, Field Services SA

POSITION PROFILE    1st 6 weeks training - Company Paid 
 Shift work, overtime, stand-by, and/or on-call is be required. Shifts include 1st & 3rd shifts, 4 days x 10 hours shifts. 

The FS Advanced Specialist is a traveling position supporting multiple Partners across a Local, Regional, or National geography for short-term/limited-time engagements and daily oversight of Service Advantage teams. Leads projects for Service Advantage partner work, deployments, and installation projects. This position requires mastery level technical skills, advanced analytical ability, strategic problem solving, advanced communication skills, and excellent partner relationship management skills to independently service, maintain, and repair advanced automation devices and OEM systems located in our partner's customer's locations. 

OEM product training length is 6 months and will be conducted in Shreveport, LA. Weekly overnight stay will be required, may include several weeks between returning home. All travel expenses are paid to include, airfare, mileage, hotel, per diem, laundry and any additional expenses incurred while traveling. Once training is complete, the candidate will be assigned a regional geographic area to support. Ideally this regional support area would align with the candidates city/state of residence, but not guaranteed.  

Job Duties and ResponsibilitiesProject Leadership
  • Provides project leadership to the Ricoh or 3rd Party Team members supporting the Service Advantage Partner engagement.
  • Supports the coordination between all cross-functional teams engaged in project support.
  • Coordinates with Partner to achieve successfully, mutually agreed project completion metrics.
  • Part of traveling "Tiger Team" for Service Advantage partners.

Technical
  • Provides masterly level skill for a full range of servicing and repair service procedures including diagnostics, installation, preventative maintenance, removal, and retrofits on a core set of highly complex products. Subject Matter Expert (SME) in the field of multiple product/services support expertise.
  • Is fully self-motivated and uses product knowledge and partner function (engineering, design, management) tools to collaborate across the team and beyond.
  • Recognizes and performs analytics when and where appropriate, assisting with suggesting enhancements or the building of prototypes/solutions for use by others.
  • Responsible for maintaining automated systems and software-based control systems, electrical and electronic principles, could also include Providing front-line servicing and repair of a core set of highly complex bot and workstation products
  • Assembles/adjusts/maintains/shares expertise on products according to specs, and/or relevant documentation/instruction. Performs the same for equipment operations.

Customer Service
  • Evaluates and leads with respect to own work and the work of others with no direction. Displays expertise and mastery of communication in fulfilling customer and business needs.
  • Understands and promotes Ricoh's support functions and offerings, anticipates, and manages customer needs across area levels.
  • Maintains and leads productive, professional relationships with all customers and Ricoh personnel and contributes to the overall success of the team.

Manage Workload
  • Effectively understands and executes all required workload management at independent Partner locations.
  • Performs a full range of services including customer training, equipment and workflow observation, and solution presentation for improved methods.

Administrative
  • Performs administrative duties as assigned in an accurate and timely manner.
  • Accounts for all time and activity by recording information through Ricoh or partner-provided systems.
  • Monitors and tracks employee daily / weekly / monthly performance by previously established guidelines. Provides feedback to PDM, FS NOM, Program Manager, Sales, or Service Advantage Manager.
  • Performs other duties as assigned.

QUALIFICATIONS (Education, Experience, and Certifications)
  • Associate degree or 4 years apprenticeship or equivalent experience in the Robotics, Mechanical or Electrical field
  • Serves as a role model and always exhibits professional appearance and behavior, under the most difficult situations.
  • Experience and proficiency in the following areas:
  • Automated systems and software-based controls.
  • Electrical and electronic principles.
  • Technical skills including familiarity with Linux, Java, XML, SQL, and database administration.
  • Blueprint and electrical schematic reading.
  • Knowledge of CMMS (Computerized Maintenance Management System) programs.
  • PLC (Programmable Logic Controller) programs.
  • Industrial PC literacy.

Preferred Qualifications:
  • Degree from a vocational school or college with a focus in the Robotics, Mechanical or Electrical fields.
  • Previous Service Leadership level roles
  • Able to manage, lead and influence others on the team. Past Supervisory and Leadership roles preferred.
  • Demonstrated ability to multi-task and prioritize many different projects and workloads.
  • Ability to work independently.
  • A degree of physical dexterity.
  • Ability to communicate effectively, (written and verbally) with peers, management, contractors, and vendors.
  • Must be highly self-motivated and customer centric.
  • Leadership experience/aptitude, ability to mentor and develop training plans for other service technicians.

KNOWLEDGE, Skills And Abilities
  • Goal orientated, self-motivated, and committed to ongoing self-development and the development of others.
  • Effectively handles information of a highly confidential nature.
  • Possesses advanced multi-tasking and prioritizing skills.
  • Identifies problems, and opportunities and develops solutions.
  • Possesses strong organizational, interpersonal, and written/verbal communication skills. Displays expertise and mastery of communication in fulfilling customer and business needs.
  • Adept at avoiding and resolving conflict effectively. Displays a high level of professionalism in the most difficult circumstances; demonstrates the ability to overcome considerable technical, customer and logistical obstacles.
  • This subject matter expert (SME) engages in the planning and identification of key product elements/variable needs and makes recommendations for best performance.
  • Requires advanced use of Microsoft Office computer application programs and the use of computers, mobile technology, and associated applications and/or systems.

Working Conditions, MENTAL aND PHYSICAL DEMANDS
  • Extensive overnight travel will be required regionally and nationally (75%+).
  • Extensive daily travel in an automobile between customer locations is usually required when working on local assignments. May also include working outdoors at times.
  • May be required to move objects on wheels up to 400 pounds and be able to lift and carry objects that weigh up to 50 pounds. Frequent stooping, bending, squatting, and kneeling are required to service equipment at floor level, on racks, or above shoulder height using a ladder.
  • Frequent walking will likely be required when at partner locations as well as good manual dexterity - regular application of basic skills (calculator, keyboard, hand tools, eye/hand coordination).
  • Shift work, overtime, stand-by, and/or on-call is be required. Shifts include 1st & 3rd shifts, 4 days x 10 hours shifts. 
  • Work has periodic stress related to deadlines, performance expectations and an increased volume of project work, and occasional contact with dissatisfied customers.

Training RequirementsOEM product training length is 6 months and will be conducted in Shreveport, LA. Weekly overnight stay will be required, may include several weeks between returning home. All travel expenses are paid to include, airfare, mileage, hotel, per diem, laundry and any additional expenses incurred while traveling. Once training is complete, the candidate will be assigned a regional geographic area to support. Ideally this regional support area would align with the candidates city/state of residence, but not guaranteed.

About Ricoh:

Mission and Vision At Ricoh, we empower individuals to find Fulfillment Through Work by understanding and transforming how people work so we can unleash their potential and creativity to realize a sustainable future. We're empowering digital workplaces, connecting people to information fast and conveniently - and improving communication, efficiency and creativity.