Senior On-Site Service Specialist

Position Profile:

The Senior On-Site Service Specialist provides operational functions across a variety of tasks, which may include operating high-volume duplicating, production, sorting, mailing, or bindery equipment, performing associated copying tasks, shipping and receiving products and supplies, sorting, distributing, and handling incoming and outgoing mail/faxes, and applying necessary postage. Additionally, this role involves providing copier maintenance and/or repair for customer site equipment.

The position may also include bindery, quality control (QC) checks, housekeeping, hospitality, file services, call center representation, and reception duties. Employees performing this role are considered Senior On-Site Service Specialists due to the higher level of presentation and telephone skills required, as well as the potential for temporary/occasional receptionist duties. The position reports to the Site Manager, Site Supervisor, or Assistant Site Manager, depending on the site's personnel configuration.

Job Duties and Responsibilities:

Operates high-volume/production copy machines and performs binding and finishing work. Ensures convenience copiers are functioning properly, conducting daily inspections for quality, clearing paper jams, and reporting issues to technicians. Performs basic equipment troubleshooting and escalates calls to technicians when necessary. Sets up equipment as prescribed by the customer (e.g., adding toner, stocking paper). Scans and/or images documents. May temporarily perform reception services. Maintains records for management reports and inventories of supplies. Distributes office supplies, faxes, and mail to company personnel or designated drop-off points. Calculates job charges, maintains logs, and may generate reports. Responds to service calls and coordinates all necessary actions for customer requests. May perform filing duties as needed. Delivers completed jobs to designated customer locations both within and outside of the site. Maintains daily meter and service logs. May travel between customer buildings. Answers customer inquiries regarding job statuses and feasibility. Ensures copier areas are neat and well-stocked. Handles duties related to shipping and receiving materials. May perform meeting room and conference room setups. Assists with building occupant moves and performs light maintenance and cleaning duties. May perform shipping, receiving, and dock work in a mailroom environment. May require occasional overtime, including nights and weekends and off-hour emergency response. Operates various equipment, including shrink-wrap machines, paper cutters, hole drillers, bindery equipment, joggers, tape machines, stackers, electric staplers, and scales. Uses copier equipment, calculators, fax machines, postage meters, and some PCs. May assist in filing, purging, and archiving documents. Understands Ricoh Services Portfolio & Technology. Captures data for Ricoh MOR, SPG, and job logs. Performs other duties as assigned.

Qualifications (Education, Experience, and Certifications):

High school diploma or GED required, with 1-2 years of related work experience. Experience with copy-related jobs is preferred. May require a valid driver’s license and minimum levels of auto insurance as specified by Ricoh. Demonstrates basic computer skills, including proficiency in MS Office Suite.

Knowledge, Skills, and Abilities:

Working knowledge of copiers and related equipment, as well as basic repair procedures, is preferred. Understanding of shipping and receiving procedures. Basic knowledge of electronics is preferred. Ability to work independently and complete tasks flexibly. Ability to determine appropriate packing methods and check packing slips for accuracy. Ability to comprehend instructions related to mail delivery. Troubleshooting and problem-solving skills. Ability to read and comprehend technical manuals, parts books, and related publications. Excellent customer relations and verbal communication skills.

Working Conditions, Mental and Physical Demands:

Exposure to copier/fax machine noise, toner, and temperature fluctuations; may experience paper cuts and other minor injuries from handling paper and boxes. Exposure to various weather conditions when walking between buildings; equipment handling presents potential for injury. Regular contact with customers, employees, managers, and occasionally with vendors and repair technicians. Tight deadlines and quick turnaround times can impose high stress levels. Physical effort required may include standing, walking, bending, reaching, stretching, climbing, and lifting or moving items up to 50 lbs. May also involve pushing or pulling machines weighing up to 400 lbs. for repairs. May involve walking between buildings on the customer’s site.

The above statements are intended to describe the general nature and level of work being performed by employees assigned to this position. It is not an exhaustive list of all responsibilities, skills, efforts, or working conditions associated with the role.