Senior On-Site Service Specialist
POSITION PROFILE
Provides operations functions in one or all of the following areas: operates high volume duplicating, production, sorting, mailing, or bindery equipment; performs associated copying tasks; ships and receives product and supplies; sorts, distributes, and handles incoming and outgoing mail/faxes; and applies necessary postage. Provides copier maintenance and/or repair of customer site equipment.
May also perform bindery, QC and final check, housekeeping/hospitality, file services, call center representative, and reception functions. May perform various building support functions related to meeting setups and light maintenance. Due to the higher level of presentation and telephone skills needed to perform temporary or occasional receptionist duties, employees performing this function are considered Senior On-Site Service Specialists. This position reports directly to the Site Manager, Site Supervisor, or Assistant Site Manager, depending on site personnel configuration.
Job Duties and Responsibilities
- Runs high-volume/production copy machines and performs binding and finishing work.
- Ensures convenience copiers are working properly by conducting daily quality inspections. Clears paper jams and informs technicians of specific problems.
- Performs basic equipment troubleshooting and escalates calls to technicians.
- Performs setup of equipment as prescribed by the customer (adds toner, stocks paper, etc.).
- Performs scanning and/or imaging of documents.
- May perform reception services on a temporary or occasional basis.
- Maintains records for management reports and inventories of supplies needed.
- Distributes office supplies, fax transmissions, and mail to company personnel and/or designated drop-off points as required.
- Calculates charges for jobs performed, maintains logs, and may generate reports.
- Responds to and coordinates all service calls required by the customer.
- May perform filing duties in conjunction with specific customer requests.
- Delivers completed jobs to predetermined customer locations within and outside the site.
- Maintains daily meter and service logs.
- May travel between customer buildings.
- Answers customer questions regarding the status or feasibility of job requests.
- Ensures convenience copier areas are neat and well stocked.
- Performs duties related to shipping materials.
- Performs duties related to receiving materials.
- May perform meeting room and conference room setups.
- May perform building occupant moves within assigned facilities.
- May perform light maintenance and cleaning duties as assigned.
- May occasionally perform shipping, receiving, and dock work in a mailroom-type environment.
- May require periodic overtime on nights and weekends, including off-hour emergency response.
- Uses shrink-wrap machines, paper cutters, hole drillers, bindery equipment, joggers, tape machines, stackers, electric staplers, and scales to complete contracted jobs.
- Uses copier equipment, calculators, fax machines, postage meters, and PCs.
- Performs filing duties, which may include "purging" and archiving old documents.
- Demonstrates understanding of the Ricoh Services Portfolio & Technology.
- Ensures data for Ricoh MOR, SPG, and job logs are captured.
- Performs other duties as assigned.
Qualifications (Education, Experience and Certifications)
- High school diploma or GED required.
- 1 to 2 years of related work experience required.
- Related copy job experience preferred.
- May require a valid driver's license and minimum levels of auto insurance coverage per Ricoh requirements.
- Demonstrated competency in basic computer skills, including proficiency with Microsoft Office Suite.
Knowledge, Skills and Abilities
- Working knowledge of copiers and related equipment repair preferred.
- Knowledge and understanding of shipping and receiving procedures.
- Basic electronics knowledge preferred.
- Ability to work independently and flexibly to complete projects.
- Ability to determine proper packing methods and materials and verify packing slips for incoming materials.
- Ability to comprehend instructions concerning mail delivery.
- Strong troubleshooting and problem-solving skills.
- Ability to read and comprehend written technical information in manuals, parts books, and related publications.
- Excellent customer service and verbal communication skills.
Working Conditions, Mental and Physical Demands
- Frequent exposure to copier/fax machine noise, toner, and changing room temperatures. May also be exposed to paper cuts from handling paper and opening boxes.
- Exposure to various weather conditions when walking between buildings. Location equipment may present opportunities for injury or accidents.
- Daily telephone and in-person interaction with customers, employees, managers, and/or the Dispatch Department. Occasional telephone contact with vendors and equipment repair personnel.
- Tight deadlines and quick turnaround times may create high-stress situations.
- Physical effort is required and may involve extended periods of standing, walking, bending, reaching, stretching, climbing, or similar activities. May also involve lifting or moving items weighing up to 50 pounds and pushing or pulling wheeled machines weighing up to 400 pounds for repairs. Walking between buildings may be necessary.
The above statements are intended to describe the general nature and level of work being performed by individuals assigned to this position. They are not intended to be an exhaustive list of all responsibilities, skills, efforts, or working conditions associated with the job.
