Team Lead
Ricoh Imaging Europe
Ottawa, ON
1d ago

Job Description

Team Lead (Field Services)

We want you to join our customer centric team whose passion it is to Empower Digital workplaces!

At Ricoh, we aren’t satisfied with keeping pace with today’s complex work environments, we are setting the pace. We are reimagining the workplace.

Our high-performance workplace is powered by a team that thrives. We offer a friendly culture with a focus on wellbeing and work life balance.

Flexible work options, a time off purchase program, great physical and mental health benefits, employee discount and recognition programs are only some of the advantages of working at Ricoh.

We are a family that promotes positive manager relationships and on-going learning & development that nurtures professional growth and career advancement.

Discover what you are capable of in an environment where your growth is supported, and your success is celebrated.

The Team Lead (Field Services) acts as a senior field service technician and assists the Manager, Workgroup Resources with various leadership, administrative and project management tasks.

Both management and their peers recognize this individual as consistently making significant contributions to overall performance.

Team Leaders will spend significant time in the field doing site evaluations while working closely with other technicians to assist in technical growth and customer service skills.

Team Leaders provide leadership within their areas of responsibility to work towards achieving and exceeding goals in all aspects of the business.

It is critical that employees at this level not only maintain their expertise, but also take initiative to analyze current service methods and procedures and make recommendations for continuous improvements.

They are recognized for their leadership skills in helping others improve performance in all aspects of the job and by serving as a role model.

Responsibilities :

  • Specializes in providing a high level of technical support generally focusing on digital, color and non-metered products, Service Advantage, and enabler hardware.
  • Achieves expected productivity levels associated with assigned workload and level of experience.
  • Utilizes diagnostic software / tools to trouble shoot and isolate systems failures to expedite systems recovery. Troubleshoots software, hardware, and connectivity- related issues.
  • Judgment is also used in determining routine servicing and parts to be replaced.

  • Performs a full range of servicing and repair service procedures including diagnostics, installation, removals, and retrofits on digital, color and non-metered products, and Service Advantage.
  • Performs complex installs within a connected environment and can install and support all Ricoh embedded solutions.
  • Provides advanced resolution and support for software and hardware connectivity issues.
  • Maintains and manages own parts inventory with a high degree of accuracy. Maintains and manage parts inventory within Forward Stocking Locations (FSL), as assigned.
  • Interacts with internal and external customers for the purpose of determining service needs on equipment / software and ensures an overall high level of customer satisfaction.
  • Ensures compliance with OFSC, vehicle and reporting policies, etc.
  • Performs other duties as assigned by manager.
  • Training, Mentorship and Technical Escalations

  • Acts as a communication link on resolved and unresolved technical problems / issues to proactively improve product performance.
  • Conducts technical seminars to facilitate the installation and repair of connected digital products and distributes relative technical information.
  • Attends manufacturer / vendor technical seminars and communicates with technicians concerning training, product support, and technological changes.
  • Provides technical on-the-job training, problem resolution and assistance to customers, service technicians and sales personnel.
  • Effectively handles the most difficult customer situations and ensures closure of issues.
  • Project Management and Administration Support

  • Coordinates large installations, service delivery projects, and hardware / software upgrades with the Manager, Workgroup Resource (M-WGR) and Workgroup Optimization Manager (WOM)
  • Conducts FACE Time with technicians and FACE Visits with customers.
  • Assists Manager M-WGR with Team Meetings, QBR’s and site inspections.
  • Conducts supervised inventory counts with Field Service Technicians.
  • Completes all required administrative tasks in an accurate and timely manner.
  • Ability to run service history reports, Service Performance Report 7.4 (EPMT / QBRs)
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