Summary

• Performs standard and advance service offerings such as: copy, print production, finish work, mail and shipping operations, reception, document scanning and filing, concierge, inventory control, logs, reports for billing and assists in IT support functions. 


• The Field Support Representative will also assist management with process improvement, procedure testing and validation, implementation of new services, employee training, and ensuring field compliance with Ricoh's Managed Services methodology. This role serves as a developmental path to future account management positions.


• This is a Contract to Hire role, work days are Monday to Friday, 40hrs per week and working hours are 7:30 AM to 4:00 PM

• Under the direction of the Enterprise Support Manager (ESM) or Area Operations Manager (AOM) this key position supports daily operations, implementations, expansions, promotions and administration of Enterprise/Area Accounts within an assigned territory. The FSR is responsible for a broad knowledge of Ricoh operational services and complete knowledge of account service delivery requirements. Delivers operational excellence as a fill-in for onsite personnel absences, training and vacations throughout assigned territory locations. Assists with the development of Site Procedure Guides and ensures compliance with all aspects of RICOH Service Excellence. 


• An integral member of the service team by supporting the daily operations of one or more MS locations for all contracted service. Assists with new MS site implementation. Utilizes TRAC for tracking onsite services. Understand site requirements and performing associated duties. Knowledgeable of all area services within assigned accounts. Performs daily visual inspection of site services and Ricoh and customer compliancy to safety. Routinely spend time overseeing the service delivery quality and answering the questions of on-site staff. 


• Optimizes services and personnel resources in a wider area beyond the site level in order to meet deadlines. Fills in for absences or vacations of the onsite resources, may include site supervisor. Coordinates all aspects of services, which entails traveling to and from various accounts. Answer questions for the other staff during completion of in-house and off-site services. Creates and maintains a customer-focused environment. Is responsible for customer satisfaction by engaging end-user feedback. 


• Is responsible for raising customer issue to ESM/AOM, Supports the resolution to completion. Validate Site Procedures guide documentation, escalating gaps to SM/ESM/AOM. Routinely identifies and documents process improvement suggestions and communicates them to management. Assists in the training of new and existing employees. Focus daily time to overseeing employee work and answering questions. Ensures field compliance with RICOH Service Excellence performance requirements. 


• Proactively manage service requests for hardware and software solutions in the service center. Arrange for service calls and follow through on escalations. Effectively escalate technical issues as defined in site procedures guide. May order operational supplies for support of contracted services per procedures guide. Collects data for the completion of the Monthly Management Report as directed. Proficient in implementation, documentation of site procedures, and sufficient quantity to support operations now and in the future. Other duties as assigned

Minimum Qualifications

Top 3 skills we should look for: 

• Efficient with Microsoft Office (Outlook, Word, Excel) 


• Clear Grammar 


• Printing Experience. 

The 3 main functions of the job: 

• Provide Finishing Support (laminating, hole punching, binding, etc.), 


• Printer Support, 


• Mail Operations. 

• The coverage area is as far north as Everett down south to Renton. Most of the time will be spent in the Seattle area. 


• At some sites, and no for the sites that don’t provide or reimburse. Public Transportation is a good idea in these situations. 


• Person needs to be able to lift 35 lbs on their own without assistance and be able to stand & walk for several hours between break periods. If over 50 lbs., assistance available from another team member. 


• Requires high school diploma plus 12 months of related work experience. Post High School education encouraged and preferred. Requires valid, violation-free driver’s license along with reliable transportation and minimum levels of auto insurance coverage per RICOH policy. Requires intermediate skill level on most common software applications including file folder management and navigating to network production folders. 


• Possesses ability to work in a team environment by maintaining positive, productive relationships with co-workers, management, sales and production departments. Possesses ability to adapt to changing situations, flexibility, high motivation and sense of urgency. Possesses basic math skills. Possesses judgment in making sound justifiable decisions and taking action in solving problems. 


• Possesses ability to perform repetitive work by continuously executing different tasks according to set procedures, sequence or pace while maintaining quality and output standards. Possesses commitment to task by having started and persisted with specific courses of action. Possesses excellent oral communication skills by being able to clearly present information through the spoken word in positive and negative circumstances. 


• Possesses working knowledge of account services to facilitate job scheduling. Possesses ability to comprehend written and verbal instructions from customers and effectively translate to site resources Possesses ability to resolve customer related issues. Possesses ability to troubleshoot and coordinate problem resolution. Possesses proficiency in the use of MS, Mac and Lynx computers.

•  US Citizen


•  Green Card