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Product Support Consultant - Top Gun - (NY/NJ)

Company: Ricoh
Location: Cherry Hill
Posted on: June 19, 2020

Job Description:

This position will be located in the Northeast POSITION PROFILE The "Top Gun" supports color production digital products and associated connected environment, both hardware and software. Support handles emergency breakfix of national client base. Travel is up to 80 JOB DUTIES AND RESPONSIBILITIES Specializes in providing National hardware and software support for the color production products. May provide same support for other Image Systems products as well Provides on-site technical direction and diagnostic assistance to service technicians in resolving complex or unusual hardware or software failures or problems Assignments are typically "escalated" in nature and non-routine Serves as the communication link for disseminating critical technical information Provides remote and on-site technical direction and diagnostic assistance to PC service technicians in resolving complex or unusual hardware or software failures or problems Communicates regularly with Help Desk regarding new technical problems and fixes Conducts technical seminars focusing on enhancing knowledgeskill level of service technicians Attends manufacturervendor technical seminars and communicates with service technicians, sales and customers concerning training, product support and technological changes Distributes technical information to service technicians and service management as required Serves as a role model and exhibits professional appearance and behavior at all times, under the most difficult situations A positive influencechampion within the teamorganization Proactively seeks ways to improve product reliability, customer satisfaction, CST skills and knowledge and aftermarket financial results Analyzes equipment performance reports and makes appropriate recommendations to client and management Provides emergency call back-up support Works closely with sales to maximize base growth opportunities Assumes responsibilities of Field Service Manager as required Maintains and manages own parts inventory with a high degree of accuracy Completes all required administrative tasks in an accurate and timely manner Available to work shifts, stand-by, andor on-call as required Complies will all company policies Customer Service Effectively handles communications, and the most difficult customer situations Acts as a communication link on unresolved technical problemsissues 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 Maintains productive, professional relationship with all company personnel. Performs other duties as assigned QUALIFICATIONS (Education, Experience, and Certifications) Typically requires Technical and quantitative skills typically gained through completion of formal training and 4+ years of related experience including a minimum of 1 year of experience as an Image Systems Technician Basic Connectivity (IBC) certification and other product-related competencies is highly preferred. Must be currently servicing color products. Requires a valid state driveraposs license and minimum level of auto insurance coverage per company policy Experience with Ricoh Equipment or Continuous Feed Technology Ricoh is an EEOAffirmative Action Employer -- MinoritiesWomenProtected VeteransDisabled. We will consider for employment qualified applicants, including those who may have arrest and conviction records.

Keywords: Ricoh, Cherry Hill , Product Support Consultant - Top Gun - (NY/NJ), Professions , Cherry Hill, New Jersey

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