Senior On-Site Service Specialist

Position Profile:

The Senior On-Site Service Specialist provides operations functions in one or more of the following areas: high-volume duplicating, production, sorting, mailing, or bindery equipment. This role includes copying tasks, shipping and receiving products and supplies, sorting and distributing mail/faxes, and applying necessary postage. Additionally, the specialist provides copier maintenance and/or repair of customer site equipment.

Job Duties and Responsibilities:

Operates high-volume/production copy machines and performs binding and finishing work. Ensures convenience copiers are working properly through daily inspections, clearing paper jams, and informing technicians of specific problems. Performs basic equipment troubleshooting and escalates calls to technicians. Sets up equipment as prescribed by the customer (e.g., adding toner, stocking paper). Scans and/or images documents. May perform reception services on a temporary/occasional basis. Maintains records for management reports and inventories of supplies. Distributes office supplies, fax transmissions, and mail to company personnel and/or designated drop-off points. 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 pre-determined customer locations within and outside of 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 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 various equipment such as shrink-wrap machines, paper cutters, hole drillers, bindery equipment, joggers, tape machines, stackers, electric staplers, and scales. 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):

Requires a high school diploma or GED and 1-2 years of related work experience. 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 related equipment and repair is preferred. 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 and check packing slips for accuracy. Ability to comprehend instructions concerning mail delivery. Troubleshooting and problem-solving skills. Ability to read and comprehend written technical information in manuals, parts books, and related publications. Excellent customer relations skills and verbal communication skills.

Working Conditions, Mental and Physical Demands:

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. Exposure to various weather conditions when walking between buildings; exposure to location equipment can present opportunities for injury or accidents. Daily telephone/in-person contact with customers, employees, managers, and/or the Dispatch Department; 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., to move for repairs. Walking between buildings may be necessary.