Customer Service Specialist

Ricoh Americas Corporation; Dallas (TX); On-site; USD 34,000 - 55,000; Full time

Job summary

Ricoh Americas Corporation seeks a Senior On-Site Service Specialist to operate and maintain high-volume copying and finishing equipment at customer sites, perform basic repairs, and support related tasks. You will travel between locations and document service activity.

Requirements include a high school diploma or GED with 1–2 years of related work, a valid driver’s license, auto insurance, and proficiency with MS Office.

Qualifications

• Requires high school diploma or GED and 1-2 years of related work experience.
• Some related copy job experience is preferred.
• May require valid driver's license and minimum levels of auto insurance coverage per Ricoh.
• Demonstrate competency in basic computer skills including proficiency in MS Office Suite

Responsibilities

• Operate high volume copy machines and perform binding and finishing work.
• Ensure copiers are working properly and check quality via daily inspections.
• Troubleshoot basics and escalate calls to technicians.
• Set up equipment as prescribed by the customer (toner add, stock paper, etc).
• Perform scanning/imaging of documents and occasional reception duties.
• Maintain records for management reports and inventories of supplies.
• Distribute mail, faxes, and supplies and coordinate service calls.

Skills

Customer service

Verbal communication

MS Office

Education

High school diploma or GED

Tools

MS Office Suite

Job description

Senior On-Site Service Specialist, SCA

POSITION PROFILE

Provides operations functions in one or all of the following areas: operates high volume duplicating, production, sorting, mailing, or bindery equipment, performs associated copying tasks, ships and receives product and supplies, sorts, distributes and handles incoming and outgoing mail/faxes, as well as applies necessary postage. Provides copier maintenance and/or repair of customer site equipment.

May also perform bindery, QC and final check, housekeeping/Hospitality, file services, call center representative, and reception, etc. May performs various building support functions related to meeting set ups and light maintenance. Note: Due to the higher level of presentation and telephone skills needed to perform as well as temporary/occasional receptionist duties, employees performing this function are considered to be Senior On-Site Services Specialist. This position reports directly to the Site Manager, Site Supervisor or Assistant Site Manager, depending on site personnel configuration.

Job Duties and Responsibilities

Runs high volume/production copy machines and performs binding and finishing work.

Ensures convenience copiers are working properly, checking for quality via daily inspections. Clears paper jams and informs technicians of specific problems.

Perform basic equipment troubleshooting and elevate calls to technicians

Performs setup of equipment as prescribed by the customer(toner add, stocks paper, etc)

Performs duties of scanning and /or imaging documents

May perform Reception services on temporary/occasional basis

Maintains records for management reports and inventories of supplies needed.

Distributes office supplies, fax transmissions and mail to company personnel and/or designated drop-off points as required.

Calculates charges for jobs performed and maintains logs and may generate reports.

Responds to and coordinates all service calls required by customer.

May perform filing duties in conjunction with specific customer requests.

Delivers completed jobs to pre-determined customer locations within and outside of the site.

Maintains daily meter and service logs.

May travel between customer's buildings.

Answers customer questions regarding status or feasibility of job requests.

Ensures upkeep of convenience copier areas by keeping neat and well stocked.

Performs duties related to the shipping of materials.

Performs duties related to the receiving of materials.

May perform meeting room and conference room set ups.

May perform building occupant moves within assigned facilities.

May perform light maintenance, and cleaning duties as assigned.

May occasionally perform shipping, receiving and dock work in a mailroom type environment

May require periodic overtime on nights and weekends, including off-hour emergency response.

Uses shrink-wrap machine, paper cutter, hole driller, bindery equipment, jogger, tape machine, stackers, electric stapler and scales in completion of various jobs contracted.

Uses all copier equipment, calculator, fax machine, postage meter and some PC.

Performs filing duties, which may include purging' and archiving old documents.

Understanding of Ricoh Services Portfolio & Technology

Ensures data for Ricoh MOR, SPG and job logs are captured

Performs other duties as assigned.

Qualifications (Education, Experience and Certifications)

Requires high school diploma or GED and1-2 years of related work experience.

Some related copy job experience is preferred.

May require valid driver's license and minimum levels of auto insurance coverage per Ricoh.

Demonstrate competency in basic computer skills including proficiency in MS Office Suite

KNOWLEDGE, Skills And Abilities

Working knowledge of copier and other related equipment and repair is preferred.

Requires knowledge and understanding of shipping/receiving procedures.

Basis electronics knowledge is preferred.

Possesses ability to work independently and flexibly to complete projects.

Possesses ability to determine correct method and packing material as well as check packing slips for accuracy of incoming materials.

Possesses ability to comprehend instructions concerning mail delivery.

Possesses troubleshooting and problem solving skills.

Possesses ability to read and comprehend written technical information in the form of manuals, parts books and related publications.

Possesses excellent customer relations skills and excellent verbal communication skills.

Working Conditions, MENTAL aND PHYSICAL DEMANDS

Requires frequent exposure to copier/fax machine noise, toner and changes in room temperature and may be exposed to frequent paper cuts from the handling of paper and opening of boxes.

Requires exposure to various weather conditions when walking is necessary between buildings and exposure to location equipment can present opportunities for injury or accidents.

Makes daily telephone/in-person contact with customers, employees, managers and/or Dispatch Department and occasional telephone contact with vendors and equipment repair people.

Dealing with tight deadlines and quick turnaround times imposes high stress levels.

Some physical effort is required which may involve long periods of standing, walking, bending, reaching, stretching, climbing or similar activities as well as lifting or moving items weighing up to 50 lbs. and in pushing or pulling machines on wheels, which may weigh up to 400 lbs., in order to move for repairs. Walking between buildings may be necessary.

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.

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.