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Technical Solutions Specialist

2 months ago

Latham, New York, United States Ricoh Full time

About Ricoh

Ricoh is a global provider of innovative technology solutions that empower businesses to thrive in today's digital landscape. We connect people and technology, creating exceptional customer experiences and driving innovation across industries worldwide.

Mission and Vision

At Ricoh, we believe in empowering individuals to find fulfillment through work by understanding and transforming how people work. Our mission is to unleash their potential and creativity to realize a sustainable future.

Position Profile: Technical Solutions Specialist

This role demands multi-specialist technology expertise to function independently as a product/services solutions specialist, providing service or training on diverse business support needs within the multi-solutions domain. You will serve as a primary resource, offering service/training solutions and mentorship on products and services. Additionally, you'll contribute to new business development and various support functions as assigned.

Job Duties and Responsibilities:
  • Technical Expertise:
    • Deliver multi-specialist solutions encompassing configuration, installation, troubleshooting, networking, maintenance, and training across a range of products and services within your designated area of expertise.
    • Gather, analyze, and interpret complex data. Apply findings to enhance service improvement initiatives across the organization.
    • Proactively identify opportunities for volume growth and product/process upgrades that maximize the utilization of Ricoh equipment, supplies, and services.
    • Assemble, adjust, maintain, and share expertise on products according to specifications and relevant documentation/instructions. Perform the same for equipment operations.
    • Demonstrate a high level of proficiency in your specialized area while also taking on a team lead or coordinator role as needed or directed.
    • Provide comprehensive customer training, conduct equipment and workflow observations, and deliver solution presentations for improved methodologies.
  • Customer Service Excellence:
    • Deeply understand and promote Ricoh's support functions and offerings. Anticipate and effectively manage customer needs.
    • Maintain a professional demeanor in all interactions with customers. Cultivate and nurture productive, professional relationships with both customers and Ricoh personnel, contributing to the overall success of the team.
  • Workload Management:
    • Effectively manage a full workload, meeting established response times, repair timelines, quality objectives, and cost control metrics.
    • Execute all required workload management and call handling procedures proficiently, adhering to current field call management requirements.