Additional Pay Details 

Compensation Range 

$115,000 - $125,000 per Year 

 

Senior Manager I, Technical Customer Support. Strategy & Planning

POSITION PROFILE

Responsible for focusing on the complex technical aspects of all Ricoh products sold through all channels. 

Provides comprehensive support for Legal Matters, Marketing, Product Safety, Quality Assurance, Security vulnerability issues, and all internal and external clients across Ricoh North America (RNA) and Ricoh Latin America (RLA) regions. This position is a main escalation point for Ricoh Company Limited (RCL) regarding all technical matters that need the manufacturer’s opinion and instruction in the field.

 

Job Duties and Responsibilities

Responsible for Corporate QA Support for product quality issues and security vulnerability issues. Responsible for the Corporate Support Function, providing technical guidance to marketing in support of product launch and/or product shortcomings affected by machine specifications. Maintains working knowledge of the office equipment industry, including competing products, industry trends, etc. Shares relevant information with teams Responsible for all PMR (Product Modification Request) and field retrofit coordination, management, and reporting within Ricoh North America and Ricoh Latin America. Consults with RCL and advises on the proper actions required to address product issues affecting performance, safety, and customer satisfaction Serve as a witness with the ability to testify at depositions and/or trials rule for 30 (B) (6) matters related to Ricoh products as designated by Corporate Legal.  Provide the Corporate Legal Department with Expert Technical Witness skills in support of litigation matters Ability to stand in as corporate representative for the Americas on concerns relating to product safety Support a Forensics analyst for potential safety concerns. Liaison for third-party contractors for safety and legal matters. Product Safety Manager for North America and Latin America - maintain Product Safety Playbook and training. Manage and administer the Ricoh Smart Cloud Configurator (RSCC) to add dependencies to make the operation easier for the sales and tech specialist creating the Client Configuration Document (CCD) Reviews all technical and non-technical information for supported and related products. i.e.: marketing material, new releases, product reviews, etc. Project Cedar (FIPS certification) Client support for working with security and vulnerabilities Address non-Ricoh vendors' requests Work with ETRIA USA (legacy REI) on quality issues. Share relevant information with internal teams as needed. Provides periodic reports to senior management on the outstanding issues and concerns, both internal and external.

 

QUALIFICATIONS (Education, Experience, and Certifications)

BS in Electronics, Mechanics, Engineering, or equivalent technical service operations experience.  5 or more years’ experience in the area of service and/or support organization specialty.  5 or more years of project supervisory and/or managerial experience desired. 3 or more years of technical quality assurance experience desired. Comprehensive working knowledge of Ricoh Company Limited and Ricoh North America corporate structure. Must have experience in supporting sales, service technical personnel, and the ability to communicate effectively on complex subjects with those groups.

 

KNOWLEDGE, Skills and Abilities

Must be proficient with Microsoft Office applications Possesses the ability to read and understand technical documentation, manuals, and electrical diagrams, as well as the ability to communicate this knowledge. Possesses the ability to create complex technical documentation and support materials. Possesses superior problem-solving skills with a methodical approach to resolving issues Possesses strong interpersonal skills with the ability to guide, motivate, direct & lead departmental staff. Requires superior verbal and written communication skills.  Possesses excellent customer service skills, including the ability to follow up to ensure closure of issues. Possesses initiative and ability to be self-motivated.

 

Working Conditions, MENTAL AND PHYSICAL DEMANDS

Typically works in an office environment with adequate lighting and ventilation, and a normal range of temperature and noise.  Requires exposure to conditions that could result in minor and/or treatable accidents or illness, such as burns, cuts, etc. Shift work, and/or extended hours may be required. Seeks guidance when necessary and uses judgment to analyze and determine the particular issue support is being called on to determine the solution route to be used. Work assignments are diversified. Examples of past precedent are used to resolve work problems.  New alternatives may be developed to resolve problems.  Work has periodic stress related to an increased volume of incoming issues and occasional contact with dissatisfied customers. May require travel inside and outside of the U.S., including Canada, Central America, South America, and Japan.