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Technology Service Tech Field Support - Parma Heights, United States - Ricoh
Description
Job Description
Job DescriptionSummary
Manager Job Description: P{ay rate is $24.62
Candidates must have the following knowledge and reflect on resume:
o Administer Technology-oriented issues escalated by the on-site Business unit. Issues are captured in a Service-Now ticket queue for this team to resolve.
o Troubleshooting user account access for existing team members.
o Troubleshooting select application system issues and working with level 2 technical support groups to resolve issues that cannot be resolved by self.
o Run out access management requests for new hires being onboarded by the line of business.
o Familiarity with AWS workspaces or virtual machines a plus.
o Technical aptitude to perform time trials on application latency and slow-down issues to support level 2 testing and support questions.
o Technical aptitude to learn and support user applications.
o Formal programming knowledge or experience (e.g. Python, C++, Java) or scripting (javascript) preferred.
o Provide technical assistance to user community for workstations, desktop applications and scanning equipment.
There is no extensive lifting, walking or standing.
Manager will review resumes and be seeking o Technical specialist capabilities – beyond just MS-Office skill-sets. Experienced Technical Service Desk skills or formal MIS degrees preferred
Dress code is o Relaxed Business Casual. Professional look, no slogan T-shirts, etc.
Report to 5575 Venture Drive Unit D, Parma, OH 44130 and parking is free on site
***Shift timings***
4:00 PM to 12:30 AM (Mon to Fri)
Job Type: Temp to Engage
Roles & Responsibilities
All TAS roles are responsible for supporting and driving key Services initiatives, including but not limited to:
• MIF Retention
• Wallet Share (Volume Building and Lead generation)
Drive document volume by conducting customer training on the basic and advanced features of targeted connected products and applications including color and high volume units as part of standard installation fees and maintenance contracts. May deliver a variety of customized training depending upon customer's needs, e.g., customized training plan, feature application training, etc. for an additional fee or as contracted with client. Follows-up with customers on feedback received from provided training to ensure complete customer satisfaction. Follows-up with customers who are printing at less than 30% of Total Document Volume, to assist them in optimizing use of company products and applications. Keeps current on all products and feature capabilities through independent study and classroom instruction. Uses effective presentation, interpersonal and communication skills.
• Trains customers on Ricoh devices and designated Solutions as specified in Policy, associated Playbook and other documented guidelines.
• Visits current customers with low volume in an effort to increase total document volume.
• Registers customers for company website and informs them about process for requesting service and supplies.
• Identifies potential sales leads for Sales and Network Service departments.
• Works with Service management to ensure proper request procedures are followed.
• Accounts for all time and activity by recording information in the Activity Tracking system.
• Presents a professional image in business dress and behavior.
• Performs other duties as assigned.
Demonstrates expertise and provides specialist services
• Performs a full range of services including customer training, equipment and work flow observation, and solution presentation for improved methods.
• Proactively seeks volume building opportunities that result in increased utilization of Ricoh equipment, supplies and services.
• Performs appropriate follow-up customer visits to ensure volume building and customer identified benefits are realized and maintained. Manages Territory
• Responsible for managing own time and schedule
• Schedules training based account priority and territory to limit travel and improve efficiency.
• Identifies and targets customers that have under-utilized Ricoh equipment/ systems.
• Works closely with Ricoh sales partners to maximize equipment leads, upgrade opportunities, supply sales and sales of Ricoh services.
• Develops and executes monthly plan that meets or exceeds minimum on-site customer trainings and TDV visits.
• Maintains and manages all activities that result in meeting or exceeding minimum volume growth expectations.
• Completes all required administrative tasks in an accurate and timely manner.
• Travel to other areas within region to help with large installs as needed and approved by Area Director
Customer Service
• Proactively seeks ways to improve Ricoh equipment / systems performance that results in greater customer satisfaction with Ricoh.
• Acts as a communication link on unresolved technical problems/issues.
• Maintains productive, professional relationship with all customers.
• Maintains productive, professional relationship with all Ricoh personnel.
