**Consultant II, Strategic Service** **Position Profile:** The Consultant II, Strategic Service is responsible for managing all service-related activities for assigned Ricoh Family Dealers. This includes product performance, customer satisfaction, Ricoh consumables marketing, global major account support, business management, and technical support for Ricoh hardware and software solutions. Support is provided on-site or remotely as needed. The Consultant II represents Ricoh to dealers and end users in various situations, requiring extensive industry experience in service management or supervisory roles. This position is viewed as a technical expert with authority on non-performing equipment to ensure customer satisfaction and acts as a liaison between dealers and Ricoh Technical Services, Ricoh Company Limited, and other departments. **Job Duties and Responsibilities:** _Service Planning:_ + Identify and provide direction on dealer service training. + Educate dealers on service pricing tools and cost estimation sheets. + Review data reports on consumable product performance with the Region Annuity Manager. + Participate in product shows, dealer open houses, and other marketing support efforts, including setup and moving equipment. + Resolve customer satisfaction issues. + Engage appropriate resources to resolve hardware and software solution issues. + Provide remote technical support using augmented reality tools. + Conduct dealer service plan reviews. + Collaborate closely with the Business Consultant to maintain a strong dealer business relationship. + Provide guidance on technical and business-related issues. + Develop technical presentations and seminars. + Assist the Region Service Director in developing and delivering strategies to support the dealer network. _Consumable Marketing Support:_ + Develop service strategies for Ricoh Family Dealers. + Develop service efficiencies to ensure dealer profitability. + Support the development and management of industry benchmarks. + Market Ricoh genuine consumables. + Provide product and services marketing support. + Generate revenue in the assigned territory. + Ensure dealers adhere to sole source agreements. _Customer Satisfaction:_ + Identify root causes of problems and create mitigation plans for customer complaints. + Assist in dealer/end-user conflict resolution. + Ensure product performance and customer satisfaction. _Product Information Distribution:_ + Distribute product information and create awareness of Ricoh resources, tools, documentation, and other information sources. + Create "How To" guides, new product information, and updates on new technologies and current trends with the TSE teams. _Technical Support:_ + Create dealer services presentations for workshops. + Research and identify solutions to dealer service problems and engage necessary resources. + Assess and report on product performance. + Act as a liaison between technical services and the dealer. + Collect samples and proper documentation for problem escalation. + Facilitate strategic technical training. + Perform other duties as assigned. **Qualifications (Education, Experience, and Certifications):** + Two-year college degree or technical/military school equivalent. + At least 7 years of directly related service experience or equivalent field experience. + Service management/supervisory experience. + Advanced knowledge and application of diagnostic tools and service procedures. + CompTIA A+ and Network+ certifications. + CompTIA CDIA certification. + Microsoft certifications. + Certification on the full line of Ricoh products. + Software solution products training. **Knowledge, Skills, and Abilities:** + Excellent problem-solving and analytical skills. + Superior teamwork skills. + Excellent oral and written communication skills. + Ability to communicate technical terms. + Thorough understanding of the dealer business model. + Ability to manage multiple priorities. + Effective customer relations skills. + Advanced industry knowledge of office products, solutions, and services. + Influence and negotiation skills. + Ability to work effectively under stressful conditions. + Ability to develop and execute action plans. + Effective presentation skills. + Solid time management skills. + Knowledge of Microsoft Office applications. **Working Conditions, Mental and Physical Demands:** + Frequent travel with overnight stays. + Interaction with people from diverse backgrounds and personalities. + Ability to work autonomously with minimal direct guidance. + Accompany dealer personnel to various customer locations. + Adapt to different work environments and weather conditions. + Work under stress in front of customers. + Decision-making in adverse conditions. + Work with electro-mechanical components. + Occasionally lift heavy components. + Use hand tools, electronic, and software troubleshooting aids. 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. 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. EEO/Affirmative Action Employer -- M/F/Disability/Veteran