What are the responsibilities and job description for the Product Support Consultant Tech Supp position at King County?
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 annually.
- Tap into many other benefits to enhance your health, wellness, and ongoing personal and professional development.
POSITION PROFILE
Supports color production digital products and associated connected environment, both hardware and software. Depending upon size of region color production installed base, may have additional responsibility for providing High Volume (Segment 6) or Printing Systems technical support.
JOB DUTIES AND RESPONSIBILITIES
- Specializes in providing Region level hardware and software support for the color production products. May provide same support for other Image Systems products as well
- Provides remote and 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 Level 1 link in the problem escalation - resolution process
- Serves as the Region communication link for disseminating critical technical information
Provides Region level specialist support
- Serves as the Region Level 1 support link for all production color related technical issues. Delivers support both in person and by phone
- 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 knowledge/skill level of service technicians
- Attends manufacturer/vendor technical seminars and communicates with service technicians, sales and customers concerning training, product support and technological changes
- Participates in PC Installations as much as possible, with special emphasis on assisting recently trained PC technicians
- 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 influence/champion within the team/organization
- 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 management
