Senior On-Site Service Specialist

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

May also perform bindery, quality control, final checks, housekeeping/hospitality, file services, call center representative, and reception duties, among others. This position may also involve various building support functions related to meeting setups and light maintenance. Due to the higher level of presentation and telephone skills required, as well as occasional receptionist duties, employees performing this function are considered Senior On-Site Services Specialists. This position reports directly to the Site Manager, Site Supervisor, or Assistant Site Manager, depending on site personnel configuration.

Job Duties and Responsibilities

Ensures convenience copiers are working properly, checking for quality via daily inspections. Clears paper jams and informs technicians of specific problems. Performs basic equipment troubleshooting and escalates calls to technicians. Performs setup of equipment as prescribed by the customer (e.g., adding toner, stocking paper). Performs duties of scanning and/or imaging documents. May perform reception services on a 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, maintains logs, and may generate reports. Responds to and coordinates all service calls required by the customer. May perform filing duties in conjunction with specific customer requests. Delivers completed jobs to predetermined customer locations within and outside the site. Maintains daily meter and service logs. May travel between customer buildings. Answers customer questions regarding the status or feasibility of job requests. Ensures the upkeep of convenience copier areas by keeping them neat and well-stocked. Performs duties related to the shipping and receiving of materials. May perform meeting room and conference room setups. 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 machines, paper cutters, hole drills, bindery equipment, joggers, tape machines, stackers, electric staplers, and scales in the completion of various jobs. Uses all copier equipment, calculators, fax machines, postage meters, and some PCs. Performs filing duties, which may include purging and archiving old documents. Understands 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)

Some related copy job experience is preferred. May require a valid driver's license and minimum levels of auto insurance coverage per Ricoh. Demonstrates 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. Basic electronics knowledge is preferred. Ability to work independently and flexibly to complete projects. Ability to determine the correct method and packing material as well as check packing slips for accuracy of incoming materials. Ability to comprehend instructions concerning mail delivery. Strong troubleshooting and problem-solving skills. Ability to read and comprehend written technical information in the form of manuals, parts books, and related publications. Excellent customer relations skills and verbal communication skills. Working Conditions, Mental, and Physical Demands
Requires frequent exposure to copier/fax machine noise, toner, and changes in room temperature; may be exposed to frequent paper cuts from handling paper and opening boxes. Requires exposure to various weather conditions when walking between buildings and exposure to location equipment that can present opportunities for injury or accidents. Makes daily telephone/in-person contact with customers, employees, managers, and/or the Dispatch Department and occasional telephone contact with vendors and equipment repair personnel. 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 pushing or pulling machines on wheels, which may weigh up to 400 lbs., 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 the job.