Sr Product Support Specialist
Ricoh - Tucker, GA

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Provides telephone "hotline" product technical service support in a call center environment to dealers, field technicians, VARs, OEMs and/or end user customers. Ensures high-level customer (caller) satisfaction by analyzing problems pertaining to malfunctioning electro/mechanical equipment, computer equipment, or software applications, identifying problem areas and recommending corrective action. Utilizes sophisticated diagnostic tools, service aids, product schematics, and all other available product information in the assessment and resolution of called-in equipment failures or issues. As needed, may replicate caller's equipment failure situation in a test laboratory, to aid in the diagnosis and ultimately step the caller through the resolution procedures. On occasion, may also provide pre-sales technical expertise to the sales team as needed, remotely assessing potential customer's application/business needs. May have project and support team lead responsibilities including complex application, business analysis and project coordination duties, overseeing telephony infrastructure, databases, telecommunications, software applications and other systems, resolving potential customer application/business needs, recommending new equipment management tools and systems, and developing technical designs for complex problems involving several applications or systems. JOB DUTIES AND RESPONSIBILITIES Responds to incoming support calls (i.e. telephone, voicemail, email) in a timely, professional manner. Evaluates the caller's issue and then gives assistance utilizing the appropriate support information and documentation. Assumes full ownership of incoming support requests. Escalates and follows up as needed to ensure fastest possible resolution Makes entries for incoming issues and all activities that pertain to any existing issues within the call database software. Entries are accurate, detailed, and include all required fields Escalates cases to the appropriate vendor support, determining the most effective solution to a problem in direct contact with the vendor. Tracks cases referred to the vendor until they are resolved Monitors all open SR's on supported products and assists with resolution whenever possible Takes ownership of problem SR's and follows through to resolution Completes all required administrative tasks in an accurate and timely manner Acts as a communication link on unresolved technical problems/issues Interacts with external customers for the purpose of determining service needs on equipment and ensuring overall high level of customer satisfaction with the service performed Manages communication process for area of responsibility between PPSC, RCL and vendors Develops hardware/ software or product specific technical service solutions to a wide range of unusually complex problems. Solutions are highly innovative and ingenious Maintains and updates existing documentation, ensuring accuracy and relevance. Makes recommendations and assists with updating and developing new documentation. Develops new documentation using approved guidelines and templates. Develops guidelines and templates to ensure that all documentation created is consistent and effective Works with department manager to develop and implement documentation and communication strategies to ensure comprehensive distribution of information Responsible for monitoring published documentation to ensure distribution is effective and up to date Utilizes correct escalation procedures on all irresolvable issues outside the range of his/her expertise Monitors open issues of all staff with assigned vendors to assure internal vendor escalation is addressed and adequate information is shared to assure prompt closure. This includes monitoring resolution information as it flows back to the field Works with department manager to develop escalation processes that ensure timely issue resolution Works with department manager to develop and maintain relationships with RCL and vendors that ensure timely resolution to escalated issues Reviews all technical information pertaining to supported products, including new and updated information as it becomes available Reviews non technical information for supported and related products. i.e.: marketing material, new releases, product reviews, etc. Shares relevant information with team members Independently conducts tests in controlled lab environment to duplicate and resolve issues Uses available lab equipment and other resources to effectively troubleshoot issues. Returns resources to proper working condition when through Performs repair and preventative maintenance on all assigned lab equipment and software. As new lab equipment and software are added, actively guides team members in installation and setup and supports them in the maintenance and upkeep Maintains up to date inventory database of all lab equipment, software, tools, and other resources. This includes current working condition Recommends and orders new equipment, software, tools, and other resources for the lab environment, and oversees the installation and set-up of new equipment into the lab. This would include performing any testing needed for available network environments and developing internal training for the department Researches and tests recurring issues on assigned products, creating any needed documentation (i.e. change request, field bulletins or procedures) for approval. This would include escalation to the vendor Devises and documents testing procedures that ensure rapid and accurate processing of incoming issues Maintains comprehensive knowledge of complex networking concepts. Resolves most networking issues without assistance. Mentors others Proactively seeks ways to improve product reliability, customer satisfaction, CST skills and knowledge, and aftermarket financial results Interfaces regularly with Production Printing Support Center regarding new technical problems and fixes Conducts technical seminars focusing on enhancing knowledge/skill level of service technicians, Regional Product Support Consultants, Product Support Specialists, and Product Support Consultants Attends manufacturer/vendor technical seminars and communicates with service technicians, TSSC staff, sales and customers concerning training, product support and technological changes

Requires high school diploma or equivalence and: BS Degree, technical school graduate, electronics training, or equivalent experience
15 or more years of directly related professional experience in service repair and maintenance in office automation industry is required, as well as 1.5 years as a Product Support Consultant or equivalent
Highly preferred certifications: HDI Customer Service Representative, CompTIA A+, CompTIA Network+
Requires maintaining a valid passport
Additional certifications may be necessary based on product or technology specific work, i.e.: CNA, CNE, MCP, MCSE, CDIA+, etc.

We are an Equal Opportunity Employer, M/F/D/V

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Ricoh Americas represents Japan's Ricoh Company in Central America, North America, and South America. The unit markets, sells, and...