Field Service Technician (High Volume Production Printers)

Ricoh Canada Inc.


Date: 23 hours ago
City: Mississauga, ON
Contract type: Full time

Field Specialist I, Production Technology Services/ Field Service Technician (High Volume Production Printers)

The Field Specialist I, Production Technology Services/ Field Service Technician (High Volume Production Printers) is a specialist in the servicing and repair of High Volume (Segment 6), Black & White, Color Graphics or Printing Systems equipment at customer locations usually within a specific geographic area.

RESPONSIBILITES:

  • Specializes in the servicing and repair of High Volume (Segment 6), B&W, Color Graphics, Printing Systems equipment and enabler hardware.
  • 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.
  • Performs a full range of servicing and repair service procedures including diagnostics, installation, removal and retrofits on High Volume (Segment 6), B&W, Color Graphics or Printing Systems equipment.
  • Performs Basic Connected installations, sets up IP address, downloads printer drivers and provides customer training on printing functions.
  • 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 multifunctional devices.
  • Completes technical training on new equipment as assigned.
  • Effectively executes all required territory management and call handling procedures.
  • Works closely with sales partners to maximize equipment leads and upgrade opportunities.
  • Assumes responsibilities assigned by the Field Technology Service Manager as required.
  • 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
  • Available to work shifts, stand-by, and/or on-call as required.
  • Interacts with internal and external customers for the purpose of determining service needs on equipment and ensuring overall high level of customer satisfaction with the service performed.
  • Provides technical assistance to less experienced technicians.
  • Exhibits professional appearance and demeanor at all times.
  • Maintains productive, professional relationship with all Ricoh personnel and serves as a role model.
  • Is a positive influence/champion within the team/organization.
  • Provides technical assistance to less experienced technicians.
  • Practices Ricoh Values at all times and complies with all company policies.
  • Performs other duties as assigned.

QUALIFICATIONS:

  • 4 years field experience preferably servicing colour production print machines
  • A+ or Net+ certifications (as an asset)
  • High Volume, Color Graphics Trained and assigned. (75% as an asset)

KNOWLEDGE, SKILLS & ABILITIES:

  • Requires a valid driver's license and as applicable, a minimum level of auto insurance coverage per RICOH policy for positions utilizing personal vehicles while for company business.
  • Requires regular written and verbal communications with vendors of hardware and software to gain further technical knowledge of applications.
  • Requires knowledge of computer operating systems; network design, implementation and servicing; and familiarity with a wide range of software applications.
  • Possesses methodical approach to resolving problems.
  • Possesses strong interpersonal and verbal communications skills.
  • Possesses excellent customer service skills including ability to follow up to ensure closure of issues.
  • Possesses the ability to effectively communicate with customers on complex subjects.
  • Possesses ability to read and comprehend written technical information in the form of technical manuals, parts books and relevant publications in support of the service of digitized output devices.
  • Possesses ability to convey technical information through training seminars, written, or verbal communication.
  • Possesses ability to write, assemble and distribute technical information relative to connectivity.


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