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Ricoh Americas Corporation Field Services Advanced Specialist II CIP in Tucker, Georgia

Qualified candidates for this position should be fully vaccinated by 1st day of hire for the Covid virus. Ricoh will evaluate requests to reasonably accommodate qualified candidates who have not been vaccinated because of a disability or sincerely held religious belief, practice, or observance.


This position requires multiple subject matter expert level technology skills, analytic ability, and strategic problem solving to independently service, maintain, repair and work collaboratively to support business needs, company products and services. Also includes new business and other various support and solution functions as developed or assigned.


  • Technical

  • Performs advanced level skill services application for multiple products and services support assigned. Area Subject Matter Expert (SME) in field of product/services support expertise.

  • Is self-motivated and uses product knowledge and partner function (engineering, design, management) tools to problem solve and to collaborate across the team, including: analysis of business needs/deliverables beyond individual's responsibilities.

  • Recognizes and performs creative problem solving when and where appropriate, building/suggesting solutions for use by others. Shares solutions and coordinates information to assist others.

  • Proactively seeks volume building opportunities that result in increased utilization of Ricoh equipment, supplies and services.

  • Assembles/adjusts/maintains/shares expertise on products according to specs, and/or relevant documentation/instruction. Performs the same for equipment operations.

  • Customer Service

  • Manages own work and shares troubleshooting, solution and best practice recommendations by example with no direction. Displays expertise and advanced communication skills 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.

  • Responsible for managing own time and schedule and assists in support of multiple solutions time/schedule.

  • Manage Workload

  • Effectively executes all required workload management and call handling procedures, using current field call management requirements.

  • Performs a full range of services including customer training, equipment and work flow observation, and solution presentation for improved methods.

  • Administrative

  • Maintains a full workload, meeting appropriate response times, repair times, quality objectives and cost control metrics.

  • Complies with all company policies and completes administrative tasks in an accurate and timely manner. Assists others in their application.

  • Performs administrative duties as assigned including maintaining required logs, processes and reports.

  • Completes all required administrative tasks in an accurate and timely manner.

  • Accounts for all time and activity by recording information through the proper tracking system.

  • Responsible for maintaining a car stock and/or customer on-site inventory as assigned/necessary.

  • Results

  • Achieves expected productivity levels associated with assigned workload and level of experience.

  • Actively participates in Ricoh Extra Value program opportunities as defined, (CS212, etc) and bills accordingly.

  • Performs other duties as assigned.

QUALIFICATIONS (Education, Experience, and Certifications)

  • Requires a valid state driver's license and minimum level of auto insurance coverage per Ricoh policy for positions entailing extensive use of personal car while on company business.

  • 4 year degree or equivalent certifications and/or equivalent technical work experience is required. Completed classes and experience involving computers, electronics, mechanics, basic network and basic connectivity and printing software application is desired.

  • Meets the requirements listed in the Technology Services Training Role Inventory and Certification Program for the assigned role as defined by the manager.

  • CompTia A Certification

  • Follow this link for the certification requirement document.

Ricoh is an EEO/Affirmative Action Employer -- Minorities/Women/Protected Veterans/Disabled.

Click Here to view RicohUSA Benefits (