Specialist I, Technology Training

Specialist I, Technology TrainingPOSITION PROFILEThis position requires advanced / mastery level skills. Working individually or with other members of a team and with limited direction, provides outstanding application services and educational training to all customers.

Serves as an advanced role position in supporting and driving Product Retention (MIF) and Wallet Share (capturing multiple business opportunities based on business service offerings).

Performs and leads the effort in any customer product and application training, identifies and anticipates customer needs, as well as business development needs.

Identifies potential business opportunities to ensure customer satisfaction and business growth. Stays current and leads on all assigned / potential products / applications and demonstrates skills to drive results.

Leads by example with a professional image, develops and shares effective presentation techniques, serves as a resource in technical knowledge of application, training and self-development.

Uses highest level customer service skills to anticipate needs, solve problems and ensure satisfaction.JOB DUTIES AND RESPONSIBILITIESProactively seeks Customer Retention opportunitiesSchedules customer retention visits for retention of current customersPerforms customer loyalty visitsPerforms customer delivery follow up calls and promotes Ricoh Advanced offerings (Example : Training, Cloud Services, TS 212 related offerings, Advanced training offerings, Advanced solutions)Trains on Ricoh and 3rd party devices and solutions offerings including Service Advantage initiatives IDs potential sales leadsProcesses sales leads for follow upAccounts for all time in designated Ricoh systemsPerforms a full range of defined duties including customer training.

While on customer site observes current customer equipment and workflow to identify potential opportunities and presents solutionsRegisters / Verify MyRicoh registrations and assist with updates as neededPerforms PRE-SALE related activities such as customer demos, site surveys, etc.

in support of the inside sales teamInstalls and Sets Print Drivers to DefaultPerforms installation and / or training on Ricoh vendor intermediate products / solutions as assigned by Technology Services management and part of TS portfolio (Example : DTG, ICE solutions, Fiery / Command Workstation, Iterative Flat Panel Display-IFPD)Performs Virtual training with internal customers / external customersAdvanced (Applied Theory) involved with at least two of the categories listed : RLI Instructor for Instructor Led Courses (Example : New Hire Training, EFI Fiery, DTG, Wide Format)Assigned Lead and / or Designated SME for Advanced Solutions (Example : InDesign, Photoshop, Illustrator, Smart Integration SI Workflows, Iterative Flat Panel Display-IFPD)Displays Advanced Leadership skills in projects / initiatives with the ability to meet goals / deadlines within the End User Training department.

Curriculum Development of RLI / End User Training material / courses (Ricoh and / or Service Advantage) Mentor assigned to New Hires (TTS I, TTS II)Performs other duties as assignedQUALIFICATIONS (Education, Experience and Certifications)Typically Required : 4 Year College degree or equivalent experience in a related fieldRequires Intermediate (practical application) computer / connectivity competenciesCompTia IT Fundamentals Certification or higher within 6 monthsEFI Fiery Professional Certification within 18 months of employmentMust be in good KPI standings (internal qualified candidate)Advanced (applied theory) knowledge of Ricoh vendor products / solutions (Example : DTG, ICE & AEC Wide Format)Advanced (applied theory) knowledge in the following types of technologies preferred : Operating Systems (Example : Windows 10, MAC)Software Applications (Example : Adobe InDesign, MS Office Suite)Ability to facilitate classroom instruction Example : RLI Courses)KNOWLEDGE, SKILLS AND ABILITIESAdvanced (applied theory) knowledge with the Microsoft Office Suite of products (2010 / 2013 / 2016 / 0ffice365, SharePoint, Outlook)Intermediate (practical application) knowledge of PC hardware including desktops, laptops, printers, and mobile devicesExcellent customer services skills and ability to work on multiple tasks concurrentlyExcellent written and oral skills with the ability to update documents and status reportsStrong teamwork skills.

Must be dependable and able to work both individually and in a team environmentStrong troubleshooting skills and a good foundation of best practicesAble to quickly assess situations to pinpoint the scope / source of technical issues in a fast-paced environmentMust possess strong sense of ownership of client relationshipsPossesses strong time management and organizational skillsMust be flexible and able to adapt to changeAbility to Multi-task in fast paced environmentAdvanced (applied theory) knowledge of common mobile device platformsAdvanced knowledge of mobile devices functions and usage;

with connectivity to Ricoh EquipmentAdditional expertise in the following areas is a plus : Curriculum DevelopmentMobile ApplicationSoftware ImplementationWORKING CONDITIONS, MENTAL AND PHYSICAL DEMANDSVarious working environments depending on customer equipment locations.

Work requires walking, standing, bending, reaching, lifting or carrying objects that typically weigh less than 10 lbs. Moderate dexterityRegular application of basic skills (calculator, keyboard, hand tools, eye / hand coordination).

Some physical effort may occasionally be required to lift or move office equipment weighing up to 50 lbs.Travel to other areas as required, overnight stays may be required as well.

Variable shifts may also be required to meet customers' needs as encountered / defined.The above statements are intended to describe the general nature and level of work being performed by people assigned to this job.

They are not intended to be an exhaustive list of all responsibilities, skills, efforts or working conditions associated with a job.

Come Create at Ricoh : If you are seeking a team driven by passion and purpose, come create with us at Ricoh. We are a team of information seekers and customer-obsessed collaborators who aspire to deliver the services, solutions, and technologies that empower business success.

We are looking for talented, inspired individuals to join us to help drive high-performance team and our commitment to excellence.

Ricoh is an integrated solutions provider and partner that connects people and technology, creates outstanding customer experiences, and delivers innovation for businesses worldwide.

We empower digital workplaces by enabling individuals to work smarter from any location and harness the power of information how it is collected, stored, managed, and shared to unlock the potential in every organization.

We deliver services and technologies that inspire our customers’ success and guide them toward a better and more sustainable future.

If you are seeking a purpose-driven and passionate team, come create with us, and help drive our high-performance culture of excellence into tomorrow.

Invest in Yourself : At Ricoh, you can : 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 annuallyTap into many other benefits to enhance your health, wellness, and ongoing personal and professional development.

EEO / Affirmative Action Employer M / F / Disability / Veteran