Specialist II, Technical Product Support
Ricoh
- Duluth, GA
- Permanent
- Full-time
- Monitors and evaluates the performance of staff members within area of responsibility and reports performance to the manager
- Trains and guides staff members in specialized support of designated equipment and software
- Mentors team members; this includes training and the development of training tools to help elevate a team member's technical and/or networking knowledge
- In the absence of the manager, or as required, communicates directly to upper management
- Responds to incoming support calls (i.e. telephone, voicemail, email) in a timely, professional manner with no assistance
- Evaluates the caller's issue and then gives assistance utilizing the appropriate support information and documentation
- Utilizes correct escalation procedures on all irresolvable issues outside the range of his/her expertise
- Responsible for taking ownership of issues that have been escalated and guides other staff members in support of issues they are handling
- Makes entries for incoming issues
- Responsible for servicing and safekeeping of assigned company property
- Under supervision of the department manager follows company and departmental training programs, policies, procedures and guidelines
- Provides Specialist Services
- Monitors open issues of all staff
- Researches and tests recurring issues on assigned products, creating any needed documentation (i.e. change request, field bulletins or procedures) for approval
- Recommends and orders new equipment for the lab environment, and oversees the installation and set-up of new equipment into the lab, including performing any testing needed for available network environments and developing internal training for the department
- Facilitates the testing and/or debugging of new software releases for assigned vendor
- Team Leadership
- Approves and reviews department documentation for content and accuracy prior to assuring timely disbursement
- Develops, in conjunction with the department manager, standards and programs for internal and external training on supported vendor products and conducts such training programs
- Provides positive reinforcement to staff personnel within assigned product lines, while assuring their performance and conformance to departmental guidelines
- Assumes responsibilities of the manager as required, making decisions in the manager's absence
- Completes all required administrative tasks or projects in an accurate and timely manner
- Secondary Duties
- Installs and maintains current digital copier application software on assigned workstation and assists others with this installation
- Maintains immediate office area to company standards
- Maintains and monitors currency of hard copy documentation on supported products
- May be responsible for maintaining and safe keeping of a laptop with a value of about $3,000
- Performs other duties as assigned
- High school diploma or equivalent; 4-year college degree is desired
- Advanced technical knowledge (Mechanics, Digital Circuitry, Electronic principals) typically gained through completion of 2-year technical school training
- Minimum of 5 years of experience in the configuration, maintenance and repair of digital copiers and printers, or equivalent experience in related equipment
- 5 years of experience as systems and technical specialist or equivalent support experience with related equipment
- Netg certified or equivalent, and proficiency with Windows and Unix operating systems
- Proficiency with connectivity issues on assigned network connectable devices
- Experience in supporting sales, service technical personnel, and the ability to communicate effectively on complex subjects
- Experience in the development of training materials and tools
- Possesses ability to read and understand technical documentation, manuals and electrical diagrams, as well as the ability to communicate this knowledge
- Possesses ability to create complex technical documentation and support materials
- Possesses superior skills with a methodical approach to resolving problems
- Possesses strong interpersonal skills with ability to guide, motivate, direct & lead departmental staff
- Possesses superior verbal and written communications skills.
- Possesses excellent customer service skills, including ability to follow up to ensure closure of issues
- Possesses initiative and ability to be self-motivated
- Typically works in an office environment with adequate lighting and ventilation, and normal range of temperature and noise
- Requires exposure to conditions that could result in minor and/or treatable accidents or illness, such as burns, cuts, etc. and conditions that could result in loss of fingers
- Shift work, overtime, stand-by and/or on-call may be required
- Seeks guidance when necessary and uses judgment to analyze and determine the particular issue support is being called on to determine the solution route to be used
- Work assignments are diversified. Examples of past precedent are used to resolve work problems. New alternatives may be developed to resolve problems
- Work has periodic stress related to an increased volume of incoming issues and occasional contact with dissatisfied customers
- Tool cases and assorted service related tools weighing in the range of 25 to 50 pounds, or cases of paper may be carried around the test lab area
- A high level of dexterity is required in the regular use of a variety of hand tools. These tools will include, but are not limited to, screwdrivers, pliers, wrenches and some electronic testing equipment. There is an emphasis on fine-motor skills for work on small electronic and mechanical components. Remains seated at desk
- Physical effort is required to lift and carry objects that weigh up to 50 pounds.
- Choose from a broad selection of medical, dental, life, and disability insurance options.
- Contribute to your financial security with Retirement Savings Plan (401K), Health Savings Account (HSA), and Flexible Spending Account (FSA) investments.
- Augment your education with team member tuition assistance programs.
- Enjoy paid vacation time and paid holidays annually
- Tap into many other benefits to enhance your health, wellness, and ongoing personal and professional development.