Senior Technical Product Support & Lab Lead

Ricoh Americas Corp.; United States; On-site; USD 55,000 - 90,000; Full time

Job summary

Ricoh Americas Corp. is seeking a Specialist II, Technical Product Support to provide high-level pre- and post-sales support for technicians, sales staff, system engineers, and analysts.

You will specialize in complex technical aspects of digital copier devices, utilities, and connectivity for diagnosis, maintenance, repair, and configuration of printers and copiers. The role includes leading and mentoring staff, developing training materials, handling escalations, and ensuring accurate

Qualifications

• High school diploma or equivalent; 4-year college degree is desired.
• Advanced technical knowledge in mechanics, digital circuitry, and electronics typically gained through 2-year technical school training.
• Minimum of 5 years of experience configuring, maintaining and repairing digital copiers and printers or related equipment.
• 5 years of experience as systems and technical specialist or equivalent support experience.
• Netg certified or equivalent, with proficiency in Windows and Unix operating systems.
• Proficiency with connectivity issues on assigned network-connected devices.
• Experience in supporting sales, service personnel, and communicating on complex topics.
• Experience in developing training materials and tools.

Responsibilities

• Monitors and evaluates staff performance and reports to the manager.
• Trains and guides staff in specialized support of designated equipment and software.
• Mentors team members and develops training tools for technical knowledge.
• Communicates directly to upper management in the absence of the manager.
• Responds to incoming support calls promptly and professionally.
• Evaluates issues and uses appropriate documentation to provide solutions.
• Uses escalation procedures for unresolved issues beyond expertise.
• Owns escalated issues and guides others in problem resolution.
• Documents incoming issues and maintains lab equipment.
• Oversees installation and setup of new lab equipment and testing in network environments.

Skills

Advanced technical knowledge

Connectivity issues

Customer service

Training & mentoring

Technical documentation

Interpersonal skills

Communication skills

Education

High school diploma or equivalent

4-year college degree preferred

Job description

Ricoh Americas Corp. is seeking a Specialist II, Technical Product Support to provide high-level pre- and post-sales support for technicians, sales staff, system engineers, and analysts.

You will specialize in complex technical aspects of digital copier devices, utilities, and connectivity for diagnosis, maintenance, repair, and configuration of printers and copiers. The role includes leading and mentoring staff, developing training materials, handling escalations, and ensuring accurate