Tactical Escalation Spec

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

Services and repairs a variety of office equipment at customer locations, usually within a specific geographic area. May be viewed as specialist on certain products. Additional responsibilities may

include Team Lead/Coordinator role. Position requires 1(one) Industry Certification. TheTactical Escalation Specialist (TES) is responsible for managing all service-related

activities for assigned Ricoh Family Dealers. Activities include but are not limited to: Product

Performance, Customer Satisfaction, Ricoh Consumables Marketing, Global Major Account

Support, Business Management and Technical Support on the full line of Ricoh Hardware and

Software Solution Products. Support is provided on-site or remotely depending on needs and

circumstances.

TES collaborates closely with Strategic Service Consultant (SSC) to maintain a solid dealer

business relationship; Builds and maintains rapport with dealer management and personnel to

gain mind share and grow business partnership.

TES represents Ricoh to the dealer and end users in a variety of situations. Position requires vast

industry experience that includes service management and /or supervisory functions; Is viewed as a

technical expert with authority on disposition of non-performing equipment to ensure customer

satisfaction; Acts as liaison between dealers and Ricoh Technical Services, Ricoh Company Limited

and other departments.

JOB DUTIES AND RESONSIBILITIES

Service Planning• Provides input for Dealer Service Plan and Reviews• Identifies opportunities on Dealer Service Training• Ensure the Dealers are aware of the Service pricing tools and CES's available to them• Provides feedback to the Strategic TES on related data reports on consumable product

performance• TES participates in Product Shows, Dealer Open houses and other Marketing Support

including set up and moving equipment• TES is responsible for resolving any Customer Satisfaction issues• TES Provides on-site technical support and escalation on hardware and software solution

products• TES provides remote technical support through utilization of augmented reality tools

Consumable Marketing Support• Assists Ricoh Family Dealers develop Service Strategies• Assists in developing Service Efficiencies to ensure Dealer profitability• Supports the development and Management of industry benchmarks• Marketing of Ricoh Genuine consumables• Product and Services Marketing Support• Has responsibility for revenue generation in assigned territory• Monitors and ensures the Dealers adhere to sole source agreements

Product information Distribution• Distributes Product information and creates awareness of Ricoh resources, websites,

available tools, documentation, and other information sources• In conjunction with the TSE teams, create "How To" Guides, new Product Information, new

technologies and current trends

Technical Support• Responsible for providing resolution information, photos and examples for the

WMWRS/Workshops• Researches and identifies solutions to Dealer Service problems• Assess and report on product performance• Liaison between Tech Servs and the Dealer• Performs information and fact gathering to collect samples and proper documentation of

problem escalation• Participate in strategic technical training

Global Major Account Support• Routinely conducts Global Major Account Service Audits• Assures Service level agreement compliance and use of genuine Ricoh consumables.• Assists in project deployment implementation• Conducts product performance assessments and develops mitigation plans

Warranty Administration• Creates awareness of Warranty policy and procedure• Has authority on disposition of Dealers Exceptional Warranty Claims• Performs other duties as assigned

Product information Distribution• Distributes Product information and creates awareness of Ricoh resources, websites,

available tools, documentation, and other information sources• In conjunction with the TSE teams, create "How To" Guides, new Product Information, new

technologies and current trends

Technical Support• Responsible for providing resolution information, photos and examples for the

WMWRS/Workshops• Researches and identifies solutions to Dealer Service problems• Assess and report on product performance• Liaison between Tech Servs and the Dealer• Performs information and fact gathering to collect samples and proper documentation of

problem escalation• Participate in strategic technical training

Global Major Account Support• Routinely conducts Global Major Account Service Audits• Assures Service level agreement compliance and use of genuine Ricoh consumables.• Assists in project deployment implementation• Conducts product performance assessments and develops mitigation plans

Warranty Administration• Creates awareness of Warranty policy and procedure• Has authority on disposition of Dealers Exceptional Warranty Claims• Performs other duties as assigned

Job Description Continued

QUALIFICATIONS (Education, Experience and Certifications)• Two Year college Degree or Technical/ Military School equivalent• Service Management/ Supervisory Experience• CompTIA A+ and Network+ Certifications• CompTIA CDIA Certification• Microsoft Certifications• Certification on full line of Ricoh Products• Software Solution Products Training

Ricoh USA Benefits

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