Field Service Technician, Advanced Commercial and Production Printers

Ricoh Canada Inc.; Windsor; On-site; CAD 65,000 - 90,000; Full time

Job summary

Ricoh Canada Inc. in Windsor, Ontario seeks a Production Service Technician to join a team delivering 24/7 maintenance on Ricoh high speed color inkjet presses, production color toner presses, and post-processing equipment at customer sites in Windsor, ON.

The role involves installs, diagnostics, repair and preventive maintenance; manages inventory and relationships; collaborates with sales for leads. Post-secondary technical education and relevant experience required; valid driver’s license

Qualifications

• Post-Secondary Education in a technical field.
• Minimum 3 years related experience; 2+ years as a Technology Service Consultant II.
• 1 Industry Certification (CompTIA Net+ or CompTIA A+).

Responsibilities

• Perform servicing, diagnostics, installation and repairs of Ricoh high speed color inkjet presses and related systems at Windsor, ON.
• Manage inventory, territory, and customer relationships; meet productivity targets.
• Escalate unresolved issues per service procedures and stay current on PPS systems.
• Perform installations, deinstallations, relocations and on-site service on a 24/7 basis.

Skills

Electro-mechanical devices

Diagnostics

Customer service

Hardware troubleshooting

Read technical manuals

Teamwork

Time management

Education

Post-secondary technical education

CompTIA Net+ or CompTIA A+

Tools

Ricoh production printers

Hunkeler post-processing equipment

Digital front ends

Job description

*****This position is an on-site role based in Windsor, Ontario*******

Production Service Technician

Are you customer focused? Are you organized and thrive in a fast-paced environment? Do you have a unique interest in servicing and supporting Production printing Solutions? If so, then read on because we may have just the right opportunity for you!

As a Production Service Technician, you will be part of a Team that is responsible for providing 24/7 maintenance on Ricoh Continuous Forms High Speed Color , Printer , Hunkeler Post Processing finishing and Ricoh Production Cutsheet Printer with a Fiery Front end for a Customer located in Windsor ON. You will perform installs, corrective and corrective and preventative maintenance procedures for these complex printer solutions.

Job Duties & Responsibilities:

• Performs a full range of servicing and repair service procedures including troubleshooting, diagnostics, repair, installation, removal and retrofits of a core set of highly complex Ricoh High Speed Color Inkjet Press , Ricoh Production Color Toner base Press with Digital Front ends and Hunkeler Post Processing equipment at the customer site in Windsor, ON
• Demonstrates required digital competencies associated with assigned products and level assignment.
• Manages territory, inventory and customer relationships;
• Achieves expected productivity levels associated with assigned workload and level of experience;
• Completes technical training on new equipment as assigned;
• Continue obtaining necessary training to remain current on all technical aspects of PPS systems
• Escalating unresolved problems according to predefined service procedures and as per escalation process
• Performing installations, deinstallations, and/or relocations at customer site.
• Ensuring continuous availability in order to provide service on a 24/7 basis including on standby
• Maintaining parts inventory, diagnostic and physical tools.
• Effectively executes all required territory management and call handling procedures.
• Works closely with sales partners to maximize equipment leads and upgrade opportunities.
• 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.

Customer Service

• Maintaining excellent customer satisfaction, building strong relationships, and exceeding Customer Expectations
• Effectively handles the most difficult customer situations.
• Acts as a communication link on unresolved technical problems/issues.
• Interacts with external customers for the purpose of determining service needs on equipment and ensuring overall high level of customer satisfaction with the service performed.
• Maintains productive, professional relationship with all customer and company personnel.

Qualifications:

Post-Secondary Education in the area of technical specialization

• Minimum of 3 years related experience, including a minimum of 2 years as a Technology Service Consultant II
• Requires 1 Industry Certification and sustained (at least 2 years) of meets or exceeds performance level. (CompTIA Net+ or CompTIA A+)

Knowledge, Skills and Abilities:

• Requires an excellent working knowledge of electro-mechanical devices and electronics
• Requires "solid" knowledge of assigned equipment
• Skilled methodical approach to resolving problems
• Strong interpersonal and verbal communications skills
• Excellent customer service skills including ability to follow up to ensure closure of issues
• Skilled ability to read and comprehend written technical information in the form of technical manuals, parts books and relevant publications
• High degree of mechanical aptitude, highly focused and driven to learn
• Ability to work independently, as part of a team and take initiative to improve the customer experience
• Strong attention to detail and good visual skills for assessing image quality
• Ability to access/service equipment which may be in low, high, cramped or otherwise inconvenient locations
• Ability to act diplomatically in a professional corporate environment
• Be highly organized with excellent time management
• Continuously upgrading knowledge of Ricoh products

Other Requirements:

• Requires a valid driver's license and as applicable, a minimum level of auto insurance coverage per RICOH policy for positions utilizing personal vehicles while for company business.
• Extensive daily travel in an automobile between customer locations is usually required. Assignment of a "walking territory" within a limited urban area would require extensive travel by foot.
• Shift work, overtime, stand-by and/or on-call will be required.
• Physical effort is required to move objects on wheels that may weigh up to 400 pounds and be able to lift and carry objects that weigh up to 50 pounds. Requires frequent walking, standing, bending, reaching and lifting when installing equipment, i.e. computers, controllers, color laser copiers, projectors, etc. Frequent stooping, bending, squatting and kneeling are required to service equipment at floor level.
• Tool cases and assorted service-related tools weighing in the range of 25 to 50 pounds must be carried to a variety of machine locations.
• A high level of dexterity is required in the regular use of a variety of hand tools. These tools will include, but are not limited to, screwdrivers, pliers, wrenches and some electronic testing equipment. There is an emphasis on fine-motor skills for work on small electronic and mechanical components.