**POSITION PROFILE** The Field Specialist I, Advanced Product Technical Support, provides telephone "hotline" product technical service support in a call center environment to dealers, field technicians, VARs, OEMs, and/or end-user customers. This role ensures high-level customer satisfaction by analyzing problems related to malfunctioning electro/mechanical equipment, computer equipment, or software applications. The specialist identifies problem areas and recommends corrective action. The role utilizes sophisticated diagnostic tools, service aids, product schematics, and all available product information to assess and resolve equipment failures or issues. Occasionally, the specialist may replicate the caller’s equipment failure in a test laboratory to assist with diagnosis and guide the caller through resolution. Additionally, this position may also provide pre-sales technical expertise to the sales team, remotely assessing potential customers' applications and business needs. **JOB DUTIES AND RESPONSIBILITIES** + Responds to incoming support calls (telephone, voicemail, email) in a timely and professional manner. + Evaluates the caller's issue and provides assistance using appropriate support documentation. + Assumes full ownership of incoming support requests and escalates as needed for the fastest resolution. + Logs all incoming issues and related activities accurately in the call database software. + Monitors phone, email, and voicemail queues and escalates when necessary. + Resolves moderate to complex technical service issues by developing hardware, software, or product-specific solutions. + Maintains and updates technical documentation, ensuring accuracy and relevance. + Follows correct escalation procedures for unresolved issues. + Conducts tests in a controlled lab environment to duplicate and resolve issues. + Performs repair and preventative maintenance on lab equipment and software. + Researches recurring issues, creating needed documentation for approval (e.g., change requests, field bulletins, procedures). + Resolves issues based on existing precedents, and escalates when necessary. + Participates in assigned training and contributes to internal training development. + Maintains and safeguards company property, including a laptop computer. + Installs and maintains current software on assigned workstation. + Performs other duties as assigned. **QUALIFICATIONS (Education, Experience, and Certifications)** + High school diploma or equivalent; BS degree, technical school graduate, electronics training, or equivalent experience preferred. + 5+ years of directly related professional service repair and maintenance experience in the office automation industry, including at least 1 year as a Product Support Specialist or equivalent. + Certifications (Two of the following required): HDI Customer Service Representative, CompTIA A+, CompTIA Network+. + Additional certifications may be required depending on the product or technology being supported (e.g., CNA, CNE, MCP, MCSE, CDIA+). **KNOWLEDGE, SKILLS, AND ABILITIES** + Proficient verbal and written communication skills for effectively assessing and addressing issues. + Ability to communicate effectively with individuals under stress or poor communicators. + Strong problem-solving skills and ability to make decisions independently, especially when dealing with atypical situations. + Proficient typing and technical documentation skills. + Excellent customer service skills, including follow-up to ensure issue closure. + Self-motivated with the ability to work independently. + Ability to read and understand technical manuals, electrical diagrams, and documentation. + High dexterity required for working with small electronic and mechanical components using hand tools (e.g., screwdrivers, pliers, wrenches). **WORKING CONDITIONS, MENTAL, AND PHYSICAL DEMANDS** + Office environment with adequate lighting, ventilation, and normal temperature/noise levels. + Shift work, extended hours, stand-by, and on-call may be required. + Requires physical effort to lift and carry objects up to 50 pounds and frequent walking, standing, bending, reaching, and lifting. + Occasional lifting and moving of office furniture and equipment according to OSHA standards. + Regular use of hand tools (e.g., screwdrivers, pliers, wrenches, testing equipment). + Exposure to conditions resulting in minor accidents or illnesses (e.g., cuts, burns). + Stress may occur due to increased volume of incoming issues and occasional contact with dissatisfied customers. 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.