Technology Service Tech ITS Field Support

Roles & Responsibilities

All TAS roles are responsible for supporting and driving key Services initiatives including but not limited to:

MIF Retention

Wallet Share (Volume Building and Lead generation)

Drive document volume by conducting customer training on the basic and advanced features of targeted connected products and applications including color and high volume units as part of standard installation fees and maintenance contracts. May deliver a variety of customized training depending upon customers needs e.g. customized training plan feature application training etc. for an additional fee or as contracted with client. Followsup with customers on feedback received from provided training to ensure complete customer satisfaction. Followsup with customers who are printing at less than 30% of Total Document Volume to assist them in optimizing use of company products and applications. Keeps current on all products and feature capabilities through independent study and classroom instruction. Uses effective presentation interpersonal and communication skills. Trains customers on Ricoh devices and designated Solutions as specified in Policy associated Playbook and other documented guidelines.

Visits current customers with low volume in an effort to increase total document volume.

Registers customers for company website and informs them about process for requesting service and supplies.

Identifies potential sales leads for Sales and Network Service departments.

Works with Service management to ensure proper request procedures are followed.

Accounts for all time and activity by recording information in the Activity Tracking system.

Presents a professional image in business dress and behavior.

Performs other duties as assigned.

Demonstrates expertise and provides specialist services

Performs a full range of services including customer training equipment and work flow observation and solution presentation for improved methods.

Proactively seeks volume building opportunities that result in increased utilization of Ricoh equipment supplies and services.

Performs appropriate followup customer visits to ensure volume building and customer identified benefits are realized and maintained. Manages Territory

Responsible for managing own time and schedule

Schedules training based account priority and territory to limit travel and improve efficiency.

Identifies and targets customers that have underutilized Ricoh equipment/ systems.

Works closely with Ricoh sales partners to maximize equipment leads upgrade opportunities supply sales and sales of Ricoh services.

Develops and executes monthly plan that meets or exceeds minimum onsite customer trainings and TDV visits.

Maintains and manages all activities that result in meeting or exceeding minimum volume growth expectations.

Completes all required administrative tasks in an accurate and timely manner.

Travel to other areas within region to help with large installs as needed and approved by Area Director

Customer Service

Proactively seeks ways to improve Ricoh equipment / systems performance that results in greater customer satisfaction with Ricoh.

Acts as a communication link on unresolved technical problems/issues.

Maintains productive professional relationship with all customers.

Maintains productive professional relationship with all Ricoh personnel.

Required Skills

Help Desk/Service Desk

data entry