Centennial, CO, United States
Date Last Verified
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Print Production Systems Service Tech.
The Production Systems Service Tech services and repairs a variety of production print systems at customer locations, usually within a specific geographic area. May be viewed as specialist on certain products. Industry Certs are required.
JOB DUTIES AND RESPONSIBILITIES
Specializes in the servicing and repair of a core set of highly complex production products.
Manages territory, inventory and customer relationships.
Achieves expected productivity levels associated with assigned workload and level of experience.
Actively drives revenue generating opportunities through supply leads, contract sales, network support contract leads, equipment and print assessment leads.
Identify revenue/customer service opportunities above and beyond standard contract support i.e. Back file conversion, toner stores, etc
Expected to adhere to required schedule that may include shift work, overtime, stand-by, and/or on call hours.
Able to work under minimal supervision.
Demonstrates Technical Expertise
Performs a full range of servicing and repair service procedures including diagnostics, installation, removal and retrofits on a core set of highly complex production products.
Demonstrates required digital competencies associated with assigned products and level assignment.
Performs troubleshooting and repairs or replaces equipment components as necessary on B&W, color and/or continuous feed devices.
Completes technical training on new equipment as assigned.
Provides Advanced Training
Attends/assists technical seminars as required.
Serves as a role model and exhibits professional appearance and behavior at all times, under the most difficult situations.
A positive influence/champion within the team/organization.
Proactively seeks ways to improve operational performance.
Manages Territory effectively.
Assists with the responsibilities of the Production Service Manager as required.
Effectively executes all required territory management and call handling procedures.
Works closely with sales partners to maximize equipment leads and upgrade opportunities.
Maintains and manages own parts inventory with a high degree of accuracy.
Adheres to territory back-up plans.
Completes all required administrative tasks in an accurate and timely manner.
Effectively executes all required territory management and call handling procedures, using current field call management requirements.
Effectively handles difficult customer situations and/or escalates as necessary.
Provides technical assistance to less experienced technicians.
Acts as a communication link on unresolved technical problems/issues and pro-actively communicates with support and management as required.
Interacts with external customers for the purpose of determining service needs on equipment and ensuring overall high level of customer satisfaction with the service performed.
Responsible for maintaining a car stock and/or customer on-site inventory.
Performs other duties as assigned.
QUALIFICATIONS (Education, Experience, and Certifications)
Requires high level technical skills typically gained through completion of technical school and 3 years of related experience including a minimum of 2 years as a Technology Service I, Associate Tech or equivalent experience.
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.
Requires the ability to effectively interface via regular written and verbal communications with vendors of hardware and software to ensure required technology change development.
Position requires requires 1 Industry Certification A or Net and sustained (at least 2 years) of meets or exceeds performance level. Requires Ricoh Basic Connectivity Class, within a year of being hired.
Ricoh is an EEO/Affirmative Action Employer -- Minorities/Women/Protected Veterans/Disabled.