Specialist II, Technical Product Support

Job DescriptionSpecialist II, Technical Product SupportPOSITION PROFILEProvides high level pre and post-sales support for technicians, sales staff, system engineersand system analysts. Specializes in complex technical aspects of digital copier devices, relatedutilities and connectivity for the advanced diagnosis, maintenance, repair and configuration ofprinters, digital copiers and enablers. Supports the DSC Manager in oversight of dailyoperations, including monitoring and evaluating staff performance and training individual staffmembers.Job Duties And Responsibilities Monitors and evaluates the performance of staff members within area of responsibility andreports performance to the manager Trains and guides staff members in specialized support of designated equipment andsoftware Mentors team members; this includes training and the development of training tools tohelp elevate a team member’s technical and/or networking knowledge In the absence of the manager, or as required, communicates directly to uppermanagement Responds to incoming support calls (i.e. telephone, voicemail, email) in a timely,professional manner with no assistance Evaluates the caller’s issue and then gives assistance utilizing the appropriate supportinformation and documentation Utilizes correct escalation procedures on all irresolvable issues outside the range ofhis/her expertise Responsible for taking ownership of issues that have been escalated and guides otherstaff members in support of issues they are handling Makes entries for incoming issues Responsible for servicing and safekeeping of assigned company property Under supervision of the department manager follows company and departmental trainingprograms, policies, procedures and guidelines Provides Specialist Services Monitors open issues of all staff Researches and tests recurring issues on assigned products, creating any neededdocumentation (i.e. change request, field bulletins or procedures) for approval Recommends and orders new equipment for the lab environment, and oversees theinstallation and set-up of new equipment into the lab, including performing any testingneeded for available network environments and developing internal training for thedepartment Facilitates the testing and/or debugging of new software releases for assigned vendor Team Leadership Approves and reviews department documentation for content and accuracy prior toassuring timely disbursement Develops, in conjunction with the department manager, standards and programs forinternal and external training on supported vendor products and conducts such trainingprograms Provides positive reinforcement to staff personnel within assigned product lines, whileassuring their performance and conformance to departmental guidelines Assumes responsibilities of the manager as required, making decisions in the manager’sabsence Completes all required administrative tasks or projects in an accurate and timely manner Secondary Duties Installs and maintains current digital copier application software on assigned workstationand assists others with this installation Maintains immediate office area to company standards Maintains and monitors currency of hard copy documentation on supported products May be responsible for maintaining and safe keeping of a laptop with a value of about$3,000 Performs other duties as assignedTypically RequiresQUALIFICATIONS (Education, Experience and Certifications) High school diploma or equivalent; 4-year college degree is desired Advanced technical knowledge (Mechanics, Digital Circuitry, Electronic principals)typically gained through completion of 2-year technical school training Minimum of 5 years of experience in the configuration, maintenance and repair of digitalcopiers and printers, or equivalent experience in related equipment 5 years of experience as systems and technical specialist or equivalent supportexperience with related equipment Netg certified or equivalent, and proficiency with Windows and Unix operating systems Proficiency with connectivity issues on assigned network connectable devices Experience in supporting sales, service technical personnel, and the ability tocommunicate effectively on complex subjects Experience in the development of training materials and toolsKnowledge, Skills And Abilities Possesses ability to read and understand technical documentation, manuals and electricaldiagrams, as well as the ability to communicate this knowledge Possesses ability to create complex technical documentation and support materials Possesses superior skills with a methodical approach to resolving problems Possesses strong interpersonal skills with ability to guide, motivate, direct & leaddepartmental staff Possesses superior verbal and written communications skills. Possesses excellent customer service skills, including ability to follow up to ensureclosure of issues Possesses initiative and ability to be self-motivatedWORKING CONDITIONS, MENTAL AND PHYSICAL DEMANDS Typically works in an office environment with adequate lighting and ventilation, and normalrange of temperature and noise Requires exposure to conditions that could result in minor and/or treatable accidents orillness, such as burns, cuts, etc. and conditions that could result in loss of fingers Shift work, overtime, stand-by and/or on-call may be required Seeks guidance when necessary and uses judgment to analyze and determine theparticular issue support is being called on to determine the solution route to be used Work assignments are diversified. Examples of past precedent are used to resolve workproblems. New alternatives may be developed to resolve problems Work has periodic stress related to an increased volume of incoming issues andoccasional contact with dissatisfied customers Tool cases and assorted service related tools weighing in the range of 25 to 50 pounds, orcases of paper may be carried around the test lab area A high level of dexterity is required in the regular use of a variety of hand tools. Thesetools will include, but are not limited to, screwdrivers, pliers, wrenches and someelectronic testing equipment. There is an emphasis on fine-motor skills for work on smallelectronic and mechanical components. Remains seated at desk Physical effort is required to lift and carry objects that weigh up to 50 pounds.The above statements are intended to describe the general nature and level of work beingperformed by people assigned to this job. They are not intended to be an exhaustive list of allresponsibilities, skills, efforts or working conditions associated with a jobAbout UsCome 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 YourselfAt 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 annuallyTap into many other benefits to enhance your health, wellness, and ongoing personal and professional development.JOB INFO Job Identification : 7302Job Category : Field ServicesPosting Date : 2026-05-18T16:15:22+00:00Degree Level : High School GraduateJob Schedule : Full timeLocations : Duluth, GA, United StatesDriving requirements : Non-driverSign-on Bonus : No