ADDITIONAL PAY DETAILS

Compensation Range
$115,000 - $125,000 per Year
Senior Manager I, Technical Customer Support. Strategy & Planning

• 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