BASIC FUNCTION:

A certified professional capable of handling full workload under the direction of the Branch Service Manager or Field Service Manager. Responsible the satisfactory completion of all required training programs, managing a prescribed territory to pre-set standards and successful execution of tasks assigned by immediate supervisor for effective product and sales support and for positive communications with both customers and staff.

PRIMARY DUTIES RESPONSIBILITIES:

Conducts service calls in order to manage a territory of installed office equipment, by achieving determined goals in:

·         Demonstrates excellent technical and customer relation skills

·         Manages territory, inventory and customer relations

·         Copy Volume/Machine Population (when applicable)

·         Preventative Maintenance (when applicable)

·         Call Back Ratio

·         Copies Between Calls (when applicable)

·         Quality Standards

·         Completes satisfactorily all assigned training programs including national programs, local in-house, outside formal and field training

·         Works closely with sales partners to maximize equipment leads and upgrade opportunities

·         Adheres to territory back-up plans

·         Provides technical assistance to less experienced technicians

·         Exhibits professional appearance and demeanour at all times

·         Responsible for maintaining and safekeeping  of  ‘car stock’ inventory

·         Assists as required in equipment movement by loading/unloading, packing/unpacking, setting-up, and de-installation, both in the shop and in the field

·        Vehicle Safety - Perform Circle Check on vehicle daily, Certify vehicle, at company expense, every two years if vehicle less than 5 years old or every year if vehicle older. 

·         Performs any other duties assigned by management

Education:

·         Requires certification (Net+ CompTIA PDi+)

Experience:

·         Minimum three (3) years of experience and successful performance as a CSR Customer  Service Rep.         

Skills:

Network Essentials (Net+/A+), Timely reporting, Ricoh Product Knowledge, Industry Knowledge, Ricoh systems (Baan, Lotus Notes, Portal, Citrix, TSC), Environmental Awareness, Customer Needs Analysis, Territory Time Management, Inventory Control Accuracy

OTHER:      

·         Frequent stooping, bending, squatting and kneeling are required to service equipment at floor level

·         High level of dexterity is required

·         Frequent exposure to chemical solvents and cleaners

·         Working conditions may expose individuals to conditions that could result in minor cuts and burns

·         Physical effort is required to move objects on wheels that may weigh up to 350 kilograms. Appropriate health safety guidelines must be followed.

·         Shift work, overtime, stand-by and/or on-call may be required