Senior Solution Integrator-REMOTE

Job Description

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.

POSITION PROFILE

The Senior Solution Integrator (SSI) is responsible for the installation and post sales support of Ricoh Professional and IT based solutions which may include advanced capture, workflow, behavioral and IT network products/systems, network infrastructure hardware (i.e. Servers, Workstations, Racks, Routers, Firewalls, and Backup Solutions) and software networked configurations as well as cloud based solutions. Integrators are a vital link to the sales and design organizations in providing lead opportunities and/or recommendations based on customer usage, change in business needs and other areas of Enterprise Services focus. In addition, the Senior Solution Integrator may be called on to participate in pre-sales and design activity. The SSI is responsible for understanding customer requirements and delivering highly effective solutions to meet those requirements. This individual provides expertise for the implementation of complex and customized solutions and is responsible for training clients on installed solutions, -resolving application, software, hardware and connectivity problems requiring remote or on-site customer support and for interfacing directly with the support reps to isolate and solve technical issues on software solutions. The SSI masters a broad range of solutions/enablers and is considered a subject matter expert in two or more Professional or IT Services disciplines.

JOB DUTIES AND RESPONSIBILITIES

* Analyzes and documents customer technical requirements and designs solutions
* Integrates solutions into customer line of business processes
* Adheres to Ricoh's RMF (Ricoh Methodology Framework) throughout project lifecycle
* Responsible for controlling costs and maximizing profitability on assigned solution projects
* Provides sales support with customized demonstrations, as needed
* May Require knowledge of Networking, Databases, Scripting, Security and Business Process
* Acts as subject matter expert on two or more critical Professional and IT Services disciplines including Workflow, Cloud, Behavior Modification, Advanced Capture, EDM, IT, Networking, Telephonyand server based fax technology
* Installs Ricoh provided software/hardware solutions in customer environments
* Provides accurate estimates of labor required to implement solutions
* Provides input to Ricoh sales and design teams, vendors and customers on the development of Statements of Work for solutions
* Participates in Solution Feasibility Reviews to provide technical validation of solution design
* Develops and executes implementation plans for selected solution and coordinates with Ricoh, customer and third-party resources
* Understands customer requirements for support services; may recommend and deliver billable services as appropriate
* Utilize sophisticated diagnostic tools, service aids, product schematics, and any other available product information in the assessment and resolution of network equipment failures.
* Interface with customer information technology organizations to resolve network problems.
* Maintain their technical certifications, as well as obtain the expertise and knowledge on product solution training specific to the needs of their function.
* Diagnoses and resolves application, software/hardware and connectivity problems requiring on-site support from technical operations
* Partners with the Customer Services team to resolve problems and ensure customer satisfaction
* Delivers ongoing product training for customers; attends required training sessions
* Responsible for ongoing personal skill development through the attainment of appropriate certifications and attendance at training
* Serves additionally in the role of a project manager, when no project manager is formally assigned
* Serves in a mentoring capacity to assist in the training and development of Professional and/or IT Services team members
* At the direction of ISM, assists local district sales and leadership in providing direction for account strategies relative to the leveraging and positioning of Ricoh's portfolio of PS and IT solutions
* May act as a senior technical project lead, responsible for the management of internal and external resources as required
* Provides ongoing fee-based post-implementation support as required
* Performs daily administration of Professional and/or IT Services system of record
* Performs other duties as assigned

Job Description Continued

QUALIFICATIONS (Education, Experience, and Certifications)
• College degree (computer science, information systems, engineering) or equivalent experience in a related field required• Minimum of 5 years of related work experience including a demonstrated track record of success• Experience inKofax, Ephesoftand/or PlanetPress strongly preferred

in technical sales support and/or industry related experience, 7 years preferred• Proficiency in MS Office Suite and Visio required• MCTS, MCSA, CDIA+, AIIM certifications preferred

KNOWLEDGE, SKILLS AND ABILITIES
• Advanced working knowledge of a defined set of Ricoh and 3rd party products and associated environments• Requires advanced level of proficiency in systems analysis - problem isolation, diagnosis and resolution• Ability to analyze complex data from multiple sources to identify issues and propose solutions• Requires expertise in one or more of the following areas: workflow, behavior modification/cost recovery, networks, operating systems, Cloud based solutions, IT and Electronic Document Capture and Management• Strong technical writing, communication and presentation skills• Strong project management skills• Excellent customer service skills• Ability to be an agile learner (learning on the fly)• Advanced level of knowledge of computer operating systems, servers and network environments• Proficiency writing database queries• Proficiency in one scripting language• Advanced level of interpersonal, time management and organizational skills

Visa Sponsorship is not offered for this position.

Ricoh is an EEO/Affirmative Action Employer -- Minorities/Women/Protected Veterans/Disabled.

Additional Pay Details:

Compensation range is $35 - $45 an hour.

Ricoh USA Benefits

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