Consultant II, Strategic Service

Additional Pay Details

Compensation Range

$75,000 - $95,000 per Year

Consultant II, Strategic Service

POSITION PROFILE

The Consultant II, Strategic Service is responsible for managing all service-related activities for assigned Ricoh Family Dealers. These activities include, but are not limited to:

• Product performance

• Customer satisfaction

• Ricoh consumables marketing

• Global major account support

• Business management

• Technical support for the full line of Ricoh hardware and software solution products

Support is provided either on-site or remotely, depending on needs and circumstances.

This role represents Ricoh to dealers and end users in various situations. It requires extensive industry experience, including service management and/or supervisory functions. The Consultant is viewed as a technical expert with authority on the disposition of non-performing equipment to ensure customer satisfaction and acts as a liaison between dealers and Ricoh Technical Services, Ricoh Company Limited, and other departments.

Job Duties and Responsibilities Service Planning

• Identify and provide direction on dealer service training

• Educate dealers on service pricing tools and cost estimation sheets

• Review consumable product performance data with the Region Annuity Manager

• Participate in product shows, dealer open houses, and other marketing support efforts (including setup and equipment transport)

• Resolve customer satisfaction issues

• Engage appropriate resources to resolve hardware and software solution issues

• Provide remote technical support using augmented reality tools

• Conduct dealer service plan reviews

• Collaborate with Business Consultants to maintain strong dealer relationships

• Provide guidance on technical and business-related issues

• Lead technical presentations and seminars

• Assist Region Service Director in developing strategies to support the dealer network

• Support consumable marketing efforts

• Develop service strategies and efficiencies to ensure dealer profitability

• Support development and management of industry benchmarks

• Promote Ricoh genuine consumables

• Support product and services marketing

• Responsible for revenue generation in assigned territory

• Monitor dealer adherence to sole source agreements

Customer Satisfaction

• Identify root causes of customer complaints and create mitigation plans

• Assist in dealer/end-user conflict resolution

• Ensure product performance and customer satisfaction

Product Information Distribution

• Distribute product information and promote awareness of Ricoh resources

• Collaborate with TSE teams to create "How-To" guides and share updates on new products, technologies, and trends

Technical Support

• Create dealer services presentations for workshops

• Research and resolve dealer service issues

• Assess and report on product performance

• Act as liaison between technical services and dealers

• Gather information and documentation for problem escalation

• Facilitate strategic technical training

• Perform other duties as assigned

Qualifications

• Associate degree or equivalent from a technical/military school

• Minimum of 7 years of directly related service or field experience

• Service management or supervisory experience

• Advanced knowledge of diagnostic tools and service procedures

• Certifications:

• CompTIA A+ and Network+ CompTIA CDIA

• Microsoft certifications

• Ricoh product certifications

• Software solution product training

Knowledge, Skills, and Abilities

• Excellent problem-solving and analytical skills

• Strong teamwork and communication skills

• Ability to communicate technical concepts clearly

• Deep understanding of the dealer business model

• Ability to manage multiple priorities

• Effective customer relations and negotiation skills

• Advanced industry knowledge of office products, solutions, and services

• Ability to work under pressure and develop action plans

• Strong presentation and time management skills

• Proficiency in Microsoft Office applications

Working Conditions and Physical Demands

• Frequent travel with overnight stays

• Interaction with diverse personalities and backgrounds

• Ability to work independently with minimal supervision

• Accompany dealer personnel to customer locations

• Adaptability to various work environments and weather conditions

• Ability to make decisions under pressure

• Work with electro-mechanical components and hand tools

• Occasional lifting of heavy components

• Use of electronic and software troubleshooting tools

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, skills, efforts or working conditions associated with a job.

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.