Production Systems Technology Service Specialist I

The Production Systems Technology Service Specialist 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.

Responsibilities

- 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.
- Provides technical assistance to less experienced technicians.
- Exhibits skilled 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.
- Practices Ricoh Values at all times and complies with all company policies.
- Performs other duties as assigned.

Qualifications

- 4 years field experience including 1 year as TSC I.
- Sustained "Exceeds Expectations" performance level.
- 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, where 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.

Benefits

- Select the medical, dental, life, and disability insurance coverage that fits your needs.
- Contribute to your financial security with Ricoh Canada’s retirement plan, with company matching contributions.
- Augment your education with team member tuition assistance programs.
- Enjoy paid vacation time and paid holidays annually.
- Tap into many other perks to enhance your health, wellness and ongoing personal and professional development.

Job Information

Job Identification : 7844

Job Category : Service Delivery

Posting Date :

Job Schedule : Full time

Locations : Kitchener, ON, Canada

Salary Range : $50,000 - $60,000

Driving requirements : Company/Customer Vehicle (or Fleet)

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📌 Field Service Technician- Commercial and Industrial Printer (Kitchener)
🏢 Ricoh USA
📍 Kitchener