Field Specialist I, Advanced Product Technical Support

Ricoh UK

Field Specialist providing technical support for Ricoh's electro/mechanical and software products in a call center environment. Resolving customer issues and ensuring high-level satisfaction in service.

Posted 7/1/2026full-timeDuluth • 🇺🇸 United StatesMid-LevelSeniorWebsite

About the role

Key responsibilities & impact

Provides telephone "hotline" product technical service support in a call center environment to dealers, field technicians, VARs, OEMs and/or end user customers.
Ensures high-level customer (caller) satisfaction by analyzing problems pertaining to malfunctioning electro/mechanical equipment, computer equipment, or software applications, identifying problem areas and recommending corrective action.
Utilizes sophisticated diagnostic tools, service aids, product schematics, and all other available product information in the assessment and resolution of called-in equipment failures or issues.
As needed, may replicate caller's equipment failure situation in a test laboratory, to aid in the diagnosis and ultimately step the caller through the resolution procedures.
Responds to incoming support calls (i.e. telephone, voicemail, email) in a timely, professional manner. Evaluates the caller's issue and then gives assistance utilizing the appropriate support information and documentation.
Assumes full ownership of incoming support requests. Escalates and follows up as needed to ensure fastest possible resolution.
Makes entries for incoming issues and all activities that pertain to any existing issues within the call database software. Entries are accurate, detailed, and include all required fields.
Continually monitors phone, email, and voicemail queues and notifies team when attention is required.
Escalates cases when appropriate, determining the most effective solution to a problem. Tracks cases until they are resolved.

Requirements

What you’ll need

High school diploma or equivalent and BS Degree, technical school graduate, electronics training, or equivalent experience
5 or more years of directly related professional service repair and maintenance experience in office automation industry is required as well as 1 year as a Product Support Specialist or equivalent
Required Certifications: (Two of the following Certs needed): HDI Customer Service Representative, CompTIA A+, CompTIA Network+
Additional certifications may be necessary based on product or technology specific work, i.e.: CNA, CNE, MCP, MCSE, CDIA+, etc.

Benefits

Comp & perks

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.

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Electro/Mechanical EquipmentComputer EquipmentSoftware ApplicationsService Repair and MaintenanceCall Database Software

Soft Skills

Professional CommunicationOwnership of Support RequestsTimely Response

Certifications

HDI Customer Service RepresentativeCompTIA A+CompTIA Network+CNACNEMCPMCSECDIA+