This is a Product Engineering position within the Global Engineering Support team supporting Ricoh's Commercial and Industrial Printing product set. The Product Engineering position is defined as providing worldwide printer hardware technical support to specifically address customer satisfaction issues and defects on machines that are installed in supported environments and printing applications within product specifications.
In this position, the individual works worldwide with members of Field Service (Level 1), Customer Support Services (Level 2), Reliability, Availability, and Serviceability (RAS), Supply Chain, Marketing/Sales teams, Product Development and OEM vendors to identify, troubleshoot, and resolve field issues with Continuous Forms Ink Jet (CF IJ) products. The position involves applying engineering analysis, problem-solving skills, and cross functional leadership to resolve field issues and will own Level 3 Hardware field support. Must be able to lead others and communicate effectively and work in a cross-functional team environment. Duties include:
Respond to field support and customer requests for hardware assistance quickly and effectively; exceed customer expectations for product quality (e.g., low schedule impact, high effectiveness, low cost) and for problem resolution.
Support and follow established processes for escalation to Level 3, field problem support, and records management.
Provide on-site support when deemed necessary by GES management, and will be required to provide periodic on-call support as customers may operate 24/7.
Project office support for customer complaints (CMTs - customer management tool)
The hardware Product Engineer supports print engine firmware and patch install, testing and release; paper forms evaluation; review, feedback and evaluation of hardware changes (ECs including end of life of components and/or withdrawal from market); service documentation reviews; user documentation reviews (User Guides, Planning Guides, and Forms Design Guides); attends cross functional team meetings with groups worldwide; supplier technical interface support (e.g., Pre/post vendors, third party sub-systems); help create content for Ricoh Technical Bulletins; interface with existing and potential suppliers to develop manufactured solutions and monitor quality control as necessary.
Work with lab technicians to perform maintenance, repair, and/or modifications to product engineering test systems and direct efforts of machine operators to perform tests using engineering test systems.
Must devise simple to complex experiments to recreate field problems-this may include using data recording tools, statistical methods and documentation of experimental activities.
Identification of potential Engineering Changes (EC) to drive continuous product quality improvements.
Understand Manufacturing Processes and Quality Control highly desirable, especially with ink jet ink production.
Work with internal service planning and WW field service teams to identify areas for reduced service cost and general improvement of serviceability of printing products. Improvements may apply to service documentation/MAPs updates, service education, User Centered Design (UCD) feedback, and/or general product quality improvements.
Prepare detailed reports for customers and engineering teams on test results as required.
Experience with machine shop tools and shop/laboratory safety, use of maintenance manuals, drawings and schematics for maintenance/repair of equipment, troubleshooting of electrical/mechanical systems, fabrication or assembly of test equipment, components or subassemblies for experimental apparatus or prototype models.
Records test procedures and results, performs routine analysis and calculations; and makes recommendations for changes in equipment, product or test methods.
Provide Marketing/Sales support reviewing customer state of readiness and solutions assurance, providing customer account technical feedback on solution, and identifying action items to ensure customer acceptance and customer satisfaction for installation of new CF IJ system solution.
Participate in the Request for Proposal and Quote (RPQ) customization process.
Working knowledge of MS Office Suite (Word, Excel, and Powerpoint).
Some travel may be required, including possible international travel, less than 10%.
Bachelors degree in Mechanical or Electrical Engineering with 2 years relevant work experience.
Solid understanding of relevant mechanical and/or electro-mechancial component and sub-system design.
Expert in troubleshooting and root cause analysis of mechanical and/or electrical problems.
Maintains accurate and organized data sheets used to compose final test reports.
Proven ability to work in a team environment, as well as independently, in a customer-oriented, fast-paced and demanding environment with minimal supervision.
Able to lead others to coordinate investigation, resolution and product improvement activities.
Excellent verbal and written communication skills and outstanding teamwork skills.
Commitment and self-motivation.
Successful candidate will be detail-oriented and able to effectively prioritize, organize, and perform multiple tasks in a fast-paced environment.
Candidate will also possess an ability to redirect efforts and change focus rapidly in response to changing business needs.
Experience with common engineering tools such as SolidWorks (or other solid modeling software), Labview, Matlab, and rapid prototyping including 3D printing systems a plus.
Master's degree in Mechanical or Electrical Engineering and relevant work experience.
Experience with statistical analysis.
Experience working with Asian vendors and OEMs a plus.
Experience in electro-mechanical hardware design, field support, and/or serviceability.
Experience with digital and/or offset production printing systems plus.
Experience with manufacturing processes and quality control a plus.
Conducts complex product performance and reliability testing.
Understands laboratory maintenance and safety techniques.
Devises, fabricates and assembles new or modified mechanical components or assemblies.
Builds experimental apparatus, instrumentation or systems of moderate complexity.
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