Customer Training Specialist

$22.88 - $30.00 Per Hour

POSITION PROFILE

This position requires advanced/mastery level skills. Working individually or with other members of a team and with limited direction, provides outstanding application services and educational training to all customers. Serves as an advanced role position in supporting and driving Product Retention (MIF) and Wallet Share (capturing multiple business opportunities based on business service offerings). Performs and leads the effort in any customer product and application training, identifies and anticipates customer needs, as well as business development needs. Identifies potential business opportunities to ensure customer satisfaction and business growth. Stays current and leads on all assigned/potential products/applications and demonstrates skills to drive results. Leads by example with a professional image, develops and shares effective presentation techniques, serves as a resource in technical knowledge of application, training and self-development. Uses highest level customer service skills to anticipate needs, solve problems and ensure satisfaction.

JOB DUTIES AND RESPONSIBILITIES

• Proactively seeks Customer Retention opportunities
• Schedules customer retention visits for retention of current customers
• Performs customer loyalty visits
• Performs customer delivery follow up calls and promotes Ricoh Advanced offerings (Example: Training, Cloud Services, TS 212 related offerings, Advanced training offerings, Advanced solutions)
• Trains on Ricoh and 3rd party devices and solutions offerings including Service Advantage initiatives
• IDs potential sales leads
• Processes sales leads for follow up
• Accounts for all time in designated Ricoh systems
• Performs a full range of defined duties including customer training. While on customer site observes current customer equipment and workflow to identify potential opportunities and presents solutions
• Registers/Verify MyRicoh registrations and assist with updates as needed
• Performs PRE-SALE related activities such as customer demos, site surveys, etc. in support of the inside sales team
• Installs and Sets Print Drivers to Default
• Performs installation and/or training on Ricoh vendor intermediate products/solutions as assigned by Technology Services management and part of TS portfolio (Example: DTG, ICE solutions, Fiery/Command Workstation, Iterative Flat Panel Display-IFPD)
• Performs Virtual training with internal customers/external customers
• Advanced (Applied Theory) involved with at least two of the categories listed:
  • RLI Instructor for Instructor Led Courses (Example: New Hire Training, EFI Fiery, DTG, Wide Format)
  • Assigned Lead and/or Designated SME for Advanced Solutions (Example: InDesign, Photoshop, Illustrator, Smart Integration SI Workflows, Iterative Flat Panel Display-IFPD)
  • Displays Advanced Leadership skills in projects/initiatives with the ability to meet goals/deadlines within the End User Training department.
  • Curriculum Development of RLI/End User Training material/courses (Ricoh and/or Service Advantage)
  • Mentor assigned to New Hires (TTS I, TTS II)
• Performs other duties as assigned

QUALIFICATIONS (Education, Experience and Certifications)

Typically Required:

• 4 Year College degree or equivalent experience in a related field
• CompTia CTT+ within 12 months of employment
• CompTia VCTT+ within 6 months of earning CTT+
• Requires Intermediate (practical application) computer/connectivity competencies
• CompTia IT Fundamentals Certification or higher within 6 months
• EFI Fiery Professional Certification within 18 months of employment
• Must be in good KPI standings (internal qualified candidate)
• Advanced (applied theory) knowledge of Ricoh vendor products/solutions (Example: DTG, ICE & AEC Wide Format)
• Advanced (applied theory) knowledge in the following types of technologies preferred:
  • Operating Systems (Example: Windows 10, MAC)
  • Software Applications (Example: Adobe InDesign, MS Office Suite)
  • Ability to facilitate classroom instruction Example: RLI Courses)

KNOWLEDGE, SKILLS AND ABILITIES

• Advanced (applied theory) knowledge with the Microsoft Office Suite of products (2010/2013/2016/Office365, SharePoint, Outlook)
• Intermediate (practical application) knowledge of PC hardware including desktops, laptops, printers, and mobile devices
• Excellent customer services skills and ability to work on multiple tasks concurrently
• Excellent written and oral skills with the ability to update documents and status reports
• Strong teamwork skills. Must be dependable and able to work both individually and in a team environment
• Strong troubleshooting skills and a good foundation of best practices
• Able to quickly assess situations to pinpoint the scope/source of technical issues in a fast-paced environment
• Must possess strong sense of ownership of client relationships
• Possesses strong time management and organizational skills
• Must be flexible and able to adapt to change
• Ability to Multi-task in fast paced environment
• Advanced (applied theory) knowledge of common mobile device platforms
• Advanced knowledge of mobile devices functions and usage; with connectivity to Ricoh Equipment
• Additional expertise in the following areas is a plus:
  • Curriculum Development
  • Mobile Application
  • Software Implementation

WORKING CONDITIONS, MENTAL AND PHYSICAL DEMANDS

• Various working environments depending on customer equipment locations.
• Work requires walking, standing, bending, reaching, lifting or carrying objects that typically weigh less than 10 lbs. Moderate dexterity; regular application of basic skills (calculator, keyboard, hand tools, eye/hand coordination). Some physical effort may occasionally be required to lift or move office equipment weighing up to 50 lbs.
• Travel to other areas as required, overnight stays may be required as well.
• Variable shifts may also be required to meet customers' needs as encountered/defined.

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, skills, efforts or working conditions associated with a job.