MS
TS
BIS
Services Career Path
What is a Services Career Path?
 The process used by an employee to chart a course
within Ricoh Services (BIS, MS and TS) for his or her
career path and career development
 Involves understanding what knowledge, skills, personal
characteristics, and experience are required for an
employee to develop his or her career
 Can be lateral, or through access to promotions and/or
departmental transfers.
 Requires the employee to make a plan to obtain what is
necessary in each of these areas to carry out his or her
career path.
 Starts by defining the opportunities available to them……
Management Career
Progression
Region Director of Services –16S
Region Director Operations– 15S
Region Director BIS/Offsite– 14S
Area Director–14S
Field Operations Manager–13S
Field Technology Services Manager–11S
Integrated Account Manager–10S, 11S
BIS Operations Manager–10S, 12S
Service Delivery Manager–11S
Site Manager-7S, 8S, 9S
Shift Manager–7S
Alternate Manager Positions
Assistant Site Manager–6H
Assistant Shift Manager–6H
Site Supervisor–5H
National Ops Manager
or National Service
Delivery Manager
Analytics and Reporting
National Director, BIS
Global Account
Relationship Manager
Services Training
Technical Support
Non-Management Career
Progression
Technology Services
Engineer–11H
Production Systems Technology
Specialist II–10H
Service Delivery Specialist–9H
Production Systems Technology Specialist I–9H
Senior Technology Services Specialist – 9H
Technology Applications Specialist H8
Print Support Specialist I/II–6H, 7H
Technology Service Technician I/II–6H, 7H
Technical Document Spec –5H
Site Supervisor–5H
Associate Technician–5H
On-Site Assoc. Tech–5H
Other
Field Support Representative
Lead–5H
Quality Assurance Specialist–4H
Field Support Representative–4H
Document Specialist–1H,3H
Courier--2H
On Site Services Specialist –3H
Sr. On Site Services Specialist –4H
Region Color
Specialist
Technology
Operations
Specialist
Print
Technology
Optimization
Specialist
Technology
Application
Specialist
Positions
Service Delivery
Specialist/Manager
Services Training
Technology
Services
Support
Center
Managed Services Training Continuum
OSSS/SOSS
Required Training
Steps to Success 1
 RSE Customer Service
RSE Culture and Tools
Benefits
HIPAA /HITECH
Mail Safety
Code of Ethics
On Site Safety
Ricoh New Employee Orientation
ISMS
Steps to Success 2
TRAC Modules
−Applicable to Site
Site Employee Modules
- Applicable to Site
eLearning Courses (Recommended)
MS Office Fundamental Courses
General Employee Development
(Recommended)
Climbing the Ladder
Preserving the Customer
Relationship
Site Supervisor
Site Manager
Integrated Account
Manager
Field Operations
Manager/Area Director
Required Training
Steps to Success 1
 RSE Customer Service
RSE Culture and Tools
Benefits
HIPAA /HITECH
Mail Safety
Code of Ethics
On Site Safety
Ricoh New Employee Orientation
ISMS
Required Training
Steps to Success 1
 RSE Customer Service
RSE Culture and Tools
Benefits
HIPAA /HITECH
Mail Safety
Code of Ethics
On Site Safety
Ricoh New Employee Orientation
ISMS
Required Training
Steps to Success 1
 RSE Customer Service
RSE Culture and Tools
Benefits
HIPAA /HITECH
Mail Safety
Code of Ethics
On Site Safety
Ricoh New Employee Orientation
ISMS
Required Training
Steps to Success 1
 RSE Customer Service
RSE Culture and Tools
Benefits
HIPAA /HITECH
Mail Safety
Code of Ethics
On Site Safety
Ricoh New Employee Orientation
ISMS
Steps to Success 2
TRAC Modules
−Applicable to Site
Steps to Success 2
TRAC Modules
−Applicable to Site
Steps to Success 2
TRAC Modules
−Applicable to Sites
Steps to Success 2
TRAC Modules
−Applicable to Sites
Site Procedures Guide
Site Employee Train-the-Trainer
Site Employee Modules
- Applicable to Site
Site Employee Modules
-Applicable to Sites
Site Employee Modules
-Applicable to Sites
Site Employee Modules
- Applicable to Site
Site Employee Train-the-Trainer
Site Procedures Guide
Coaching Model
SM Tier I
SM Tier II
SL Financial Training
MOR Training
Presentation Skills
Applied Presentation Skills
Succession Planning
Climbing the Ladder
Site Employee Train the Trainer
Site Procedures Guide
Coaching Model
IAM Tier l
IAM Tier ll
Project Management
SL Financial Training
MOR Training
Presentation Skills
Applied Presentation Skills
Succession Planning
Climbing the Ladder
Site Employee Train the Trainer
Site Procedures Guide
Coaching Model
IAM Tier l
IAM Tier ll
Project Management
SL Financial Training
Succession Planning
Climbing the Ladder
eLearning Courses (Recommended)
MS Office Fundamental Courses
General Employee Development
(Recommended)
Climbing the Ladder
Preserving the Customer
Relationship
Growing Your Account
Time Management Skills
Managerial Courage
Empowerment: Empowering Others
Presentation Skills
Applied Presentation Skills
SL Financial Training
MOR Training
Accountability & Problem Solving
Succession Planning
Management & Leadership
Development Program (Required)
• Leadership Effectiveness Playbook
Foundations for New Managers
Assessing & Selecting Talent
Managing Performance
Managing the Workplace
Environment
Diversity for Managers
Performance Mgt. Process
Managed Services Training Continuum
Continued
OSSS/SOSS
Site Supervisor
Site Manager
Integrated Account
Manager
Field Operations
Manager/Area Director
eLearning Courses (Recommended)
MS Office Fundamental Courses
MS Office Proficient Courses
Management & Leadership
Development Program (Required)
•Leadership Effectiveness Playbook
Foundations for New Managers
Assessing & Selecting Talent
Managing Performance
Managing the Workplace
Environment
Diversity for Managers
Performance Mgt. Process
Management & Leadership
Development Program (Required)
•Leadership Effectiveness Playbook
Foundations for New Managers
Assessing & Selecting Talent
Managing Performance
Managing the Workplace
Environment
Diversity for Managers
Performance Mgt. Process
eLearning Courses (Recommended)
MS Office Fundamental Courses
MS Office Proficient Courses
eLearning Courses (Recommended)
MS Office Fundamental Courses
MS Office Proficient Courses
MS Office Expert Courses
General Employee Development
(Recommended)
Preserving the Customer
Relationship
Growing Your Account
Time Management Skills
Managerial Courage
Empowerment: Empowering Others
Accountability & Problem Solving
Managing Your Business
Project Management
General Employee Development
(Recommended)
Preserving the Customer
Relationship
Growing Your Account
Time Management Skills
Managerial Courage
Empowerment: Empowering Others
Accountability & Problem Solving
Managing Your Business
General Employee Development
(Recommended)
Preserving the Customer
Relationship
Growing Your Account
Time Management Skills
Managerial Courage
Empowerment: Empowering Others
Presentation Skills
Applied Presentation Skills
MOR Training
Accountability & Problem Solving
Managing Your Business
Managed Services Training Continuum
Continued
Print Support Specialist I
Required Training
Steps to Success 1
 RSE Customer Service
 RSE Culture and Tools
 Benefits
 HIPAA /HITECH
 Mail Safety
 Code of Ethics
 On Site Safety
 Ricoh New Employee Orientation
 ISMS
Steps to Success 2
TRAC Modules
− Applicable to Site
PSS1 Reference Guide
Site Employee Training Modules
- Applicable to Site
eLearning Courses (Recommended)
MS Office Fundamental Courses
General Employee Development (Recommended)
 Climbing the Ladder
 Preserving the Customer Relationship
Print Support Specialist II
Service Delivery Specialist/Manager
Required Training
Steps to Success 1
 RSE Customer Service
 RSE Culture and Tools
 Benefits
 HIPAA /HITECH
 Mail Safety
 Code of Ethics
 On Site Safety
 Ricoh New Employee Orientation
 ISMS
Required Training
 Steps to Success 1
 Steps to Success 2
 TRAC Modules applicable to site
 SET Modules applicable to site
 SDS/SDM Reference Guide
 SDS/SDM Tier I Program Guide
 Site Employee Train-the-Trainer
 Site Procedures Guide
 Coaching Model
 SM Tier I
 SM Tier II
 SL Financial Training
 MOR Training
 Presentation Skills
 Applied Presentation Skills
 Succession Planning
 Climbing the Ladder
Management & Leadership Development Program
(Required)
 Foundations for New Managers
 Assessing & Selecting Talent
 Managing Performance
 Managing the Workplace
 Environment
 Diversity for Managers
 Performance Mgt. Process
eLearning Courses (Recommended)
 MS Office Fundamental Courses
 MS Office Proficient Courses
General Employee Development (Recommended)
 Preserving the Customer Relationship
 Growing Your Account
 Time Management Skills
 Managerial Courage
 Empowerment: Empowering Others
 Accountability & Problem Solving
 Managing Your Business
 Project Management
Steps to Success 2
TRAC Modules
− Applicable to Site
PSS2 Reference Guide
eLearning Courses (Recommended)
 MS Office Fundamental Courses
General Employee Development (Recommended)
 Climbing the Ladder
 Preserving the Customer Relationship
Technology Services Training Continuum
TAS
Applications
(First 90 days)
EDGE New Hire Training
Compliance
(First 90 days)
See HR Compliance (including
Customer First and ISMS Diversity)
TS Specific:
• HIPAA/HI-TECH
• Driver Safety
• Distracted Driving
• All CS Modules
• CAC Training as required
Professional
Development
(First 90 days)
 TAS Playbook
 The Perfect Service Call
 Interpersonal Communication:
Listening Essentials
 Telephone Essentials for Business
 E-Mail Essentials for Business
Professional
Development
(Within 12
months)
Excelling at Customer Service
Digital Color Basics or Competency
Exam (6-12 months)
Professional
Development
(Within 18
months)
CTT+ certification
Core
Requirements
(First 90 days)
 Technical Printing Technologies
 Scanning Technologies
Technology Services Training Continuum
Continued
TAS
Core
Requirements
(90 -180 days)
 Fax Basics
Hardware
•Accessory
• B to C MFP
• BW MFP
• BW Printer
• Color MFP
• Color Printer
• Controllers & RIPs
• Device Management
• Digital Duplicator (optional)
• Digital Wide Format
• Geljet Printer
• Production Printing – Color
• Production Printing - B/W
• Scanner
•Fundamentals of Product Technology
Solutions
(Within 12
months)
 @Remote Tier 1 Self Paced for
Service Professionals
 @Remote Tier 2 Instructor Led for
Service Professionals
 Global Scan for 1st Responders
 Fiery Class
 Cloud Computing – online course
 Global Scan for 1st Responders
(recommended or required?)
 PCS Director recommended
 Fonality – recommended
 @Remote (Enterprise Pro)
recommended
 PPDM V3 (recommended)
Solutions
(Within 18
months)
Hot Spot Printing
Supporting Security Solutions
Macintosh Fundamentals (1 day class)
9
Technology Services Training Continuum
Associate Technician and
On Site Associate Tech
Technology Services
Specialist I
Technology Services
Specialist II
Production Systems & TS
Specialist I
On-boarding
(First 30 days)
For On Site Associate Tech:
RMS Steps to Success 1
Applications
(First 90 days)
For Associate Tech and On Site
Associate Tech:
EDGE New Hire Training
will include SCALT and Inventory
EDGE New Hire Training
will include SCALT and Inventory
EDGE New Hire Training
will include SCALT and Inventory
EDGE New Hire Training
will include SCALT and Inventory
Compliance
(First 90 days)
See HR Compliance Learning Path
TS Specific:
• HIPAA/HI-TECH
• Driver Safety
• Distracted Driving
• All CS Modules
• CAC Training as required
See HR Compliance Learning Path
TS Specific::
• HIPAA/HI-TECH
• Driver Safety
• Distracted Driving
• All CS Modules
• CAC Training as required]
See HR Compliance Learning Path
TS Specific:
• HIPAA/HI-TECH
• Driver Safety
• Distracted Driving
• All CS Modules
• CAC Training as required]
See HR Compliance Learning Path
TS Specific:
• HIPAA/HI-TECH
• Driver Safety
• Distracted Driving
• All CS Modules
• CAC Training as required]
Professional
Development
(First 90 days)
 Customer Awareness Training
 The Perfect Service Call
 Interpersonal Communication:
Listening Essentials
 Telephone Essentials for Business
 E-Mail Essentials for Business
 Customer Awareness Training
 The Perfect Service Call
 Interpersonal Communication:
Listening Essentials
 Telephone Essentials for Business
 E-Mail Essentials for Business
 Customer Awareness Training
 The Perfect Service Call
 Interpersonal Communication:
Listening Essentials
 Telephone Essentials for Business
 E-Mail Essentials for Business
 Customer Awareness Training
 The Perfect Service Call
 Interpersonal Communication:
Listening Essentials
 Telephone Essentials for Business
 E-Mail Essentials for Business
Professional
Development
(Within 12
months)
Excelling at Customer Service
Excelling at Customer Service
 Excelling at Customer Service
 A+ or Network+ or MCTS
 Excelling at Customer Service
 Network+ or MCSA and either A+
or MCTS
Professional
Development
(Within 18mos.)
A+ Recommended
 A+ or Network+ or MCTS
 Participating in Teams
 Taking Control of Your Workday
 Participating in Teams
 Taking Control of Your Workday
 Participating in Teams
 Taking Control of Your Workday
Core
Requirements
(First 90 days)
 Core Basics / Technology Essentials
or Competency Exam
 Digital Color Basics or Competency
Exam
 MFP Hardware Training
 Core Basics / Technology Essentials
or Competency Exam
 Digital Color Basics or Competency
Exam
 MFP Hardware Training
 Core Basics / Technology Essentials
or Competency Exam
 Digital Color Basics or Competency
Exam
 MFP Hardware Training
 Core Basics / Technology Essentials
or Competency Exam
 & High Volume Equivalency Digital
Color Basics or Competency Exam
 Production Hardware Training
Technology Services Training Continuum
Continued
Associate Technician
and On Site Associate
Tech
Technology Services
Specialist I
Technology Services
Specialist II
Production Systems & TS
Specialist I
Core Requirements
(90 -180 days)
 Digital Troubleshooting Concepts
 Fax Basics
 Global Scan for 1st Responders
 Digital Troubleshooting Concepts
 Fax Basics
 Digital Troubleshooting Concepts
 Fax Basics
 Digital Troubleshooting Concepts
Hardware
Per local management direction
based on Territory Requirements
• Accessory
• B to C MFP
• BW MFP
• BW Printer
• Color MFP
• Color Printer
• Controllers & RIPs
• Device Management
• Digital Duplicator
• Digital Wide Format
• Geljet Printer
• Production Printing – Color
• Production Printing - B/W
• Scanner
Per local management direction based
on Territory Requirements
• Accessory
• B to C MFP
• BW MFP
• BW Printer
• Color MFP
• Color Printer
• Controllers & RIPs
• Device Management
• Digital Duplicator
• Digital Wide Format
• Geljet Printer
• Production Printing – Color
• Production Printing - B/W
• Scanner
Per local management direction based on
Territory Requirements
• Accessory
• B to C MFP
• BW MFP
• BW Printer
• Color MFP
• Color Printer
• Controllers & RIPs
• Device Management
• Digital Duplicator
• Digital Wide Format
• Geljet Printer
• Production Printing – Color
• Production Printing - B/W
• Scanner
Per local management direction based on
Territory Requirements
 Accessory
 Controllers & RIPs
 Digital Duplicator
 Digital Wide Format
 Production Printing – Color
 Production Printing - B/W
 Scanner
Solutions
(Within 12 months)
 @Remote Technical Printing
Technologies
 Teknoforce Proactive Services
 Global Scan for 1st Responders
 @Remote Technical Printing
Technologies
 Teknoforce Proactive Services
 Global Scan for 1st Responders
 @Remote Technical Printing
Technologies
 Teknoforce Proactive Services
 Global Scan for 1st Responders
 @Remote Technical Printing Technologies
 Teknoforce Proactive Services
 Global Scan for 1st Responders
Per local management direction based on
Territory Requirements
 @Remote (Enterprise Pro)
 Fiery Solutions v2
 PCS Director
 DocumentMall
Solutions
(Within 18 months)
Scanning Technologies
App 2 Me
Scanning Technologies
App 2 Me
App 2 Me
Per local management direction
based on Territory Requirements
• Hot Spot Printing
• DocumentMall
Per local management direction based
on Territory Requirements
• Hot Spot Printing
• DocumentMall
Per local management direction based on
Territory Requirements
•Hot Spot Printing
• DocumentMall
Per local management direction based on
Territory Requirements
Supporting Security Solutions
Macintosh Fundamentals
Macintosh Fundamentals
Macintosh Fundamentals
FTSM Development
See Also – Management & Leadership
Learning Paths
Macintosh Fundamentals
FTSM Development
See Also – Management & Leadership Learning
Paths
Electives
11
Technology Services Training Continuum
Continued
Senior Technology Services
Specialist
Production Systems Technology Services
Specialist II
Technology Services Engineer
Applications
(First 90 days)
EDGE New Hire Training
will include SCALT and Inventory
EDGE New Hire Training
will include SCALT and Inventory
EDGE New Hire Training
will include SCALT and Inventory
Compliance
(First 90 days)
See HR Compliance Learning Path
TS Specific:
• HIPAA/HI-TECH
• Driver Safety
• Distracted Driving
• All CS Modules
• CAC Training as required
See HR Compliance Learning Path
TS Specific:
• HIPAA/HI-TECH
• Driver Safety
• Distracted Driving
• All CS Modules
• CAC Training as required
See HR Compliance Learning Path
TS Specific:
• HIPAA/HI-TECH
• Driver Safety
• Distracted Driving
• All CS Modules
• CAC Training as required
Professional Development (First 90
days)
 Customer Awareness Training
 The Perfect Service Call
 Interpersonal Communication:
Listening Essentials
 Telephone Essentials for Business
 E-Mail Essentials for Business










Professional Development (Within 12
months)
 Excelling at Customer Service
 Network+ or MCSA and either A+ or
MCTS
• Excelling at Customer Service
• Network+ or MCSA and either A+ or MCTS
 Excelling at Customer Service
 MCSE or MCITP
Professional Development (Within 18
months)
 Participating in Teams
 Taking Control of Your Workday
 Participating in Teams
 Taking Control of Your Workday
 Participating in Teams
 Taking Control of Your Workday
Core Requirements (First 90 days)
 Core Basics / Technology Essentials or
Competency Exam
 Digital Color Basics or Competency
Exam
 MFP Hardware Training
 Core Basics / Technology Essentials or Competency
Exam and High Volume Equivalency
 Digital Color Basics or Competency Exam
 Production Hardware Training
 Core Basics / Technology Essentials or Competency
Exam
 Digital Color Basics or Competency Exam
Core Requirements
(90 - 180 days)
 Digital Troubleshooting Concepts
 Fax Basics
 Digital Troubleshooting Concepts
 Teknoforce Proactive Services
 Global Scan for 1st Responders
 Network Services: Essentials & SMB Technologies
Hardware
Per local management direction based
on Territory Requirements
 Accessory
 B to C MFP
 BW MFP/Printer
 Color MFP/Printer
 Controllers & RIPs
 Device Management
 Digital Duplicator
 Digital Wide Format
 Geljet Printer
 Production Printing – Color
 Production Printing - B/W
 Scanner
Per local management direction based on Territory
Requirements
 Accessory
 Controllers & RIPs
 Digital Duplicator
 Digital Wide Format
 Production Printing – Color
 Production Printing - B/W
 Scanner
Per local management direction based on Territory
Requirements
 Controllers & RIPs
Customer Awareness Training
The Perfect Service Call
Interpersonal Communication: Listening Essentials
Telephone Essentials for Business
E-Mail Essentials for Business
Customer Awareness Training
The Perfect Service Call
Interpersonal Communication: Listening Essentials
Telephone Essentials for Business
E-Mail Essentials for Business
12
Technology Services Training Continuum
Continued
Senior Technology Services
Specialist
Solutions
(Within 12
months)





@Remote
Technical Printing Technologies
Scanning Technologies
Teknoforce Proactive Services
App2 Me
Per local management direction based on
Territory Requirements
 @ Remote (Enterprise Pro)
 Fiery Solutions v2
 PCS Director
 DocumentMall
 HotSpot Enterprise
Solutions
(Within 18
months)
Electives
Supporting Security Solutions
Per local management direction based on
Territory Requirements
 SLNX
 eCopy
Production Systems Technology
Services Specialist II








@Remote Technical
Printing Technologies
Scanning Technologies
Teknoforce Proactive Services
App 2 Me
HotSpot Printing
Supporting Security Solutions
Global Scan for 1st Responders
Technology Services Engineer
Supporting Security Solutions
Network Services: Active Directory
Infrastructure
Per local management direction based on
Territory Requirements
 Controllers & RIPs
 Global Scan
 SLNX
Per local management direction based on
Territory Requirements
 Hot Spot Printing
 DocumentMall
Per local management direction based on
Territory Requirements
 SLNX
 eCopy
 Network Services: Messaging &
Collaboration
 Network Services: SonicWall
 Network Services: Supporting Fonality
 PPDM V3
 HotSpot Enterprise
 Macintosh Fundamentals
 Network Services: Essentials & SMB
Technologies
 FTSM Development
 Macintosh Fundamentals
 Network Services: Essentials & SMB
Technologies
 FTSM Development
 Macintosh Fundamentals
 Network Services: Essentials & SMB
Technologies
 FTSM Development
See Also – Management & Leadership
Learning Paths
See Also – Professional Services and / or
Management & Leadership Learning Paths
See Also – Professional Services and / or
Management & Leadership Learning Paths
13
Technology Services Training Continuum
Continued
Field Technology Services Manager
Required Training
 OnePlus Benefits
 HIPAA /HITECH
 Code of Ethics
 Ricoh New Employee Orientation
 ISMS
 Territory Manager
 Coaching Model
Management & Leadership Development Program (Required)
• Leadership Effectiveness Playbook
 Foundations for New Managers
 FTSM Development
 Assessing & Selecting Talent
 Managing Performance
 Managing the Workplace Environment
 Diversity for Managers
 Performance Mgt. Process
 RLI – Manager level functionality
eLearning Courses (Recommended)
 Project Management
General Employee Development (Recommended)
 Preserving the Customer Relationship
 Site Employee Train-the-Trainer
 Growing Your Account
 Time Management Skills
 Managerial Courage
 Empowerment: Empowering Others
 Presentation Skills
 Applied Presentation Skills
 MOR Training
 Accountability & Problem Solving
 Managing Your Business
BACK TO BASICS TRAINING SERIES
Refresher
 Payroll Refresher
 HR Policy Refresher
 Leave of Absence Process
 Time and Attendance Refresher
 Corrective Action Refresher
 Worker’s Compensation Process
Field Operations Manager/Area Director
Required Training
 OnePlus Benefits
 HIPAA /HITECH
 Code of Ethics
 Ricoh New Employee Orientation
 ISMS
 Territory Manager
 Coaching Model
Management & Leadership Development Program (Required)
• Leadership Effectiveness Playbook
 Foundations for New Managers
 Assessing & Selecting Talent
 Managing Performance
 Managing the Workplace Environment
 Diversity for Managers
 Performance Mgt. Process
 RLI – Manager level functionality
eLearning Courses (Recommended)
 Project Management
General Employee Development (Recommended)
 Preserving the Customer Relationship
 Site Employee Train-the-Trainer
 Growing Your Account
 Time Management Skills
 Managerial Courage
 Empowerment: Empowering Others
 Presentation Skills
 Applied Presentation Skills
 MOR Training
 Accountability & Problem Solving
 Managing Your Business
BACK TO BASICS TRAINING SERIES
Refresher
 Payroll Refresher
 HR Policy Refresher
 Leave of Absence Process
 Time and Attendance Refresher
 Corrective Action Refresher
 Worker’s Compensation Process
14
Technology Services Certifications
Technology Services Engineer
Production Systems Technology
Service Specialist II
• MCSE* or MCITP and Security+ or CASP or CCNP Security
• Two Certifications: Either A+, Net+, MCTS, or MCSA** AND
Security+
Senior Technology Specialist
Production Systems Technology
Service Specialist I
• Two Certifications: Either A+, Net+, MCTS, or MCSA** AND
Security+
Technology Service Specialist II
• Two Certifications A+, Net+, MCTS, MCSA**, Security+
Technology Service Specialist I
• One Certification either A+, Net+, MCTS, Mobility+
Associate Technician
Technology Application Specialist
• High School Diploma
• CTT+
* Either Microsoft Certified Systems Engineer or Microsoft Certified Solutions Expert
** Either Microsoft Certified Systems Administrator or Microsoft Certified Solutions Associate
Technology Services Certification
Changes and Suggestions
Technology Services Engineer
• Changes: Add Security+ or CASP or CCNP Security
Production Systems Technology
Service Specialist II
• Changes: Add Security+
• Changes: Add Security+
Senior Technology Specialist
Production Systems Technology
Service Specialist I
• Changes: Add Security+
Technology Service Specialist II
• Recommendations:
• If A+ certified: Network+ OR Security+
• If Network+, MCTS or MCSA certified: Security+
Technology Service Specialist I
• Changes: One Certification: either A+, Net+, MCTS ,
Mobility+
Associate Technician
• Recommendation: Prep for next Level: A+ or Network+
Technology Application Specialist
• Changes: Added CTT+
FOR INTERNAL USE ONLY - DO NOT DISTRIBUTE OUTSIDE OF RICOH
16
BIS Training Continuum
Admin Associate
Admin Assistant
Sr. Admin Assistant
Level 1
New Employee Orientation
FasTime
HIPAA
Security Policy
Job Expectations
History of LDS/BIS
BIS Structure
BIS Service Offerings
Job Jacket
Job Grading
Production Tracking Sheet
Waste System
Tour Quality
Work Station Setup
Intro to PS+
Scanning
Proper Barcode Usage
PS+ Problem Resolutions
Exception Report
Level 2
Copy Fundamentals
Checking Fundamentals
Ricoh 907EX
Color
Konica CPP650/Ricoh C6501
Oversize
Ricoh MPW3600/3601
Binding
Mailouts
On-Sites
Level 3
Quality Control Process
13 Checking Fundamentals
Quality Control Standard Operating Practices
Left Side
Auto QC @1 Second
QCS Notes
Right Side
E-Label
Manual (Bates) Labeling
Executive Admin Assistant
Level 5A
Telephone Etiquette
Receptionist Phone Script
Paging Sales Calls Out
E-mail Etiquette
Facility Traffic Log
Postage
Handling Customer Checks
Shipping
Purchase Orders
PO Accruals
FIPS Guide
Spherion PO
Ordering Supplies & Declining Budget
COA Checklist & Monthly SOX Testing
Level 5B
Invoicing – FIPS
FIPS Modules
FIPS Updater
Field Office Setup & Maintenance
Who to Contact
Production Overview
Sales Order
Job Builder
Inter-Company
Vend Work
PTS Data
Final Check
Invoice
Commissions
Customers
Credit / Re-bills
Learning Asset
Discounts
Pro-Bono Work
Sign and Post Invoices
Payables
Reports
Revenue Recognition Policies
Document Specialist I/II
Quality Assurance Specialist
Technical Document Specialist
Technical Tech Ops Specialist
(includes National)
Level 1
New Employee Orientation
FasTime
HIPAA
Security Policy
Job Expectations
History of LDS/BIS
BIS Structure
BIS Service Offerings
Job Jacket
Job Grading
Production Tracking Sheet
Waste System
Tour Quality
Work Station Setup
Intro to PS+
Scanning
Proper Barcode Usage
PS+ Problem Resolutions
Exception Report
Level 1
New Employee Orientation
FasTime
HIPAA
Security Policy
Job Expectations
History of LDS/BIS
BIS Structure
BIS Service Offerings
Job Jacket
Job Grading
Production Tracking Sheet
Waste System
Tour Quality
Work Station Setup
Intro to PS+
Scanning
Proper Barcode Usage
PS+ Problem Resolutions
Exception Report
Level 2
Copy Fundamentals
Checking Fundamentals
Ricoh 907EX
Color
Konica CPP650/Ricoh C6501
Oversize
Ricoh MPW3600/3601
Binding
Mailouts
On-Sites
Level 2
Copy Fundamentals
Checking Fundamentals
Ricoh 907EX
Color
Konica CPP650/Ricoh C6501
Oversize
Ricoh MPW3600/3601
Binding
Mailouts
On-Sites
Level 3
Quality Control Process
13 Checking Fundamentals
Quality Control Standard Operating Practices
Level 3
Quality Control Process
13 Checking Fundamentals
Quality Control Standard Operating Practices
Left Side
Auto QC @1 Second
QCS Notes
Right Side
E-Label
Manual (Bates) Labeling
Left Side
Auto QC @1 Second
QCS Notes
Right Side
E-Label
Manual (Bates) Labeling
17
BIS Training Continuum Continued
Technical Document Specialist
Technical Tech Ops Specialist
(includes National) cont
Level 4
Import CD
Bates Captures
Optical Character Recognition
File/Folder Naming
CD Burning
CD Labeling
S2F Administration
Print CD
QR Import/ To Be Produced
Assistant Shift Manager
Level 1
New Employee Orientation
FasTime
HIPAA
Security Policy
Job Expectations
History of LDS/BIS
BIS Structure
BIS Service Offerings
Job Jacket
Job Grading
Production Tracking Sheet
Waste System
Tour Quality
Work Station Setup
Intro to PS+
Scanning
Proper Barcode Usage
PS+ Problem Resolutions
Exception Report
Level 2
Copy Fundamentals
Checking Fundamentals
Ricoh 907EX
Color
Konica CPP650/Ricoh C6501
Oversize
Assistant Shift Manager
Level 4
Import CD
Bates Captures
Optical Character Recognition
File/Folder Naming
CD Burning
CD Labeling
S2F Administration
Print CD
QR Import/ To Be Produced
Level 5A
Telephone Etiquette
Receptionist Phone Script
Paging Sales Calls Out
E-mail Etiquette
Facility Traffic Log
Postage
Handling Customer Checks
Shipping
Purchase Orders
PO Accruals
FIPS Guide
Spherion PO
Ordering Supplies & Declining
Budget
COA Checklist & Monthly SOX
Testing
Assistant Shift Manager
Continued
Level 5B Continued
Customers
Credit / Re-bills
Learning Asset
Discounts
Pro-Bono Work
Sign and Post Invoices
Payables
Reports
Revenue Recognition Policies
Level 6
The Job Call In Process
Shop Light Status
Declining Hours
Job Check In Requirements
Shift Transfer
Overnight and Weekend Planning
Final Check
Orders Out
Error Reporting Process
18
BIS Training Continuum Continued
Technical Document Specialist
Technical Tech Ops Specialist
(includes National)
Level 4
Import CD
Bates Captures
Optical Character Recognition
File/Folder Naming
CD Burning
CD Labeling
S2F Administration
Print CD
QR Import/ To Be Produced
Assistant Shift Manager
Ricoh MPW3600/3601
Binding
Mailouts
On-Sites
Level 3
Quality Control Process
13 Checking Fundamentals
Quality Control Standard
Operating Practices
Left Side
Auto QC @1 Second
QCS Notes
Right Side
E-Label
Manual (Bates) Labeling
Assistant Shift Manager
Level 5B
Invoicing – FIPS
FIPS Modules
FIPS Updater
Field Office Setup &
Maintenance
Who to Contact
Production Overview
Sales Order
Job Builder
Inter-Company
Vend Work
PTS Data
Final Check
Invoice
Commissions
Customers
Credit / Re-bills
Learning Asset
Discounts
Pro-Bono Work
Sign and Post Invoices
Payables
Reports
Revenue Recognition Policies
Assistant Shift Manager
Continued
Level 6
The Job Call In Process
Shop Light Status
Declining Hours
Job Check In Requirements
Shift Transfer
Overnight and Weekend Planning
Final Check
Orders Out
Error Reporting Process
Level 7
Management & Leadership
Development
Ricoh Digital Online Training
Ricoh Coaching Model
Managing From the X
Machine Visits
Maximizing Productivity
Manager Checklist and Floor
Management Execution
Labor Revenue Tracking Spreadsheet
Office Contingency Plan
Media Duplication
19
BIS Training Continuum Continued
EDD Workflow Manager, Shift Manager, Site Manager
Level 1
New Employee Orientation
FasTime
HIPAA
Security Policy
Job Expectations
History of LDS/BIS
BIS Structure
BIS Service Offerings
Job Jacket
Job Grading
Production Tracking Sheet
Waste System
Tour Quality
Work Station Setup
Intro to PS+
Scanning
Proper Barcode Usage
PS+ Problem Resolutions
Exception Report
Level 2
Copy Fundamentals
Checking Fundamentals
Ricoh 907EX
Color
Konica CPP650/Ricoh C6501
Oversize
Ricoh MPW3600/3601
Binding
Mailouts
On-Sites
Level 3
Quality Control Process
13 Checking Fundamentals
Quality Control Standard
Operating Practices
Left Side
Auto QC @1 Second
QCS Notes
Right Side
E-Label
Manual (Bates) Labeling
Level 4
Import CD
Bates Captures
Optical Character Recognition
File/Folder Naming
CD Burning
CD Labeling
S2F Administration
Print CD
QR Import/ To Be Produced
Level 5A
Telephone Etiquette
Receptionist Phone Script
Paging Sales Calls Out
E-mail Etiquette
Facility Traffic Log
Postage
Handling Customer Checks
Shipping
Purchase Orders
PO Accruals
FIPS Guide
Spherion PO
Ordering Supplies & Declining
Budget
COA Checklist & Monthly SOX
Testing
Level 5B
Invoicing – FIPS
FIPS Modules
FIPS Updater
Field Office Setup & Maintenance
Who to Contact
Production Overview
Sales Order
Job Builder
Inter-Company
Vend Work
PTS Data
Final Check
Invoice
Commissions
Customers
Credit / Re-bills
Learning Asset
Discounts
Pro-Bono Work
Sign and Post Invoices
Payables
Reports
Revenue Recognition Policies
20
BIS Training Continuum Continued
EDD Workflow Manager, Shift Manager, Site Manager
Level 6
The Job Call In Process
Shop Light Status
Declining Hours
Job Check In Requirements
Shift Transfer
Overnight and Weekend Planning
Final Check
Orders Out
Error Reporting Process
Level 7
Management & Leadership Development
Ricoh Digital Online Training
Ricoh Coaching Model
Managing From the X
Machine Visits
Maximizing Productivity
Manager Checklist and Floor Management
Execution
Labor Revenue Tracking Spreadsheet
Office Contingency Plan
Media Duplication
Level 8
Where to get Ricoh Forms
SOX Monthly Self Audits
State Law Resources
Federal and State Law Postings
Shift Manager Delegation Skills
Microsoft Excel Basic
Microsoft Word
Operations Responsibilities
Sales Responsibilities
Equipment Combinations and Packaging
Best Practices and Form Usage
FIPS
Working with Percentages & Quiz
Costed Schedules
Credit Rebills
New Hire Documents
Site Certification – Keeping Tasks Organized
Level 8 continued
Onsites-The Customer and You
Onsites-Sales Force
Onsites-RFP, SOW, Bid
Onsites-Staffing
Onsites-Equipment Deployment
Onsites-Project Instructions/Needs
Onsites-FIPS Billing
Onsites-Copier Rental
Financial Principals
How to Present a Huddle
21
BIS Training Continuum Continued
National Operations Manager EDD, Operations Manager I, Operations Manager II
Level 1
New Employee Orientation
FasTime
HIPAA
Security Policy
Job Expectations
History of LDS/BIS
BIS Structure
BIS Service Offerings
Job Jacket
Job Grading
Production Tracking Sheet
Waste System
Tour Quality
Work Station Setup
Intro to PS+
Scanning
Proper Barcode Usage
PS+ Problem Resolutions
Exception Report
Level 2
Copy Fundamentals
Checking Fundamentals
Ricoh 907EX
Color
Konica CPP650/Ricoh C6501
Oversize
Level 2 continued
Ricoh MPW3600/3601
Binding
Mailouts
On-Sites
Level 3
Quality Control Process
13 Checking Fundamentals
Quality Control Standard
Operating Practices
Left Side
Auto QC @1 Second
QCS Notes
Right Side
E-Label
Manual (Bates) Labeling
Level 5A
Telephone Etiquette
Receptionist Phone Script
Paging Sales Calls Out
E-mail Etiquette
Facility Traffic Log
Postage
Handling Customer Checks
Shipping
Purchase Orders
PO Accruals
FIPS Guide
Spherion PO
Ordering Supplies & Declining
Budget
COA Checklist & Monthly SOX
Testing
Level 4
Import CD
Bates Captures
Optical Character Recognition
File/Folder Naming
CD Burning
CD Labeling
S2F Administration
Print CD
QR Import/ To Be Produced
Level 5B
Invoicing – FIPS
FIPS Modules
FIPS Updater
Field Office Setup &
Maintenance
Who to Contact
Production Overview
Sales Order
Job Builder
Level 5B continued
Inter-Company
Vend Work
PTS Data
Final Check
Invoice
Commissions
Customers
Credit / Re-bills
Learning Asset
Discounts
Pro-Bono Work
Sign and Post Invoices
Payables
Reports
Revenue Recognition Policies
Level 6
The Job Call In Process
Shop Light Status
Declining Hours
Job Check In Requirements
Shift Transfer
Overnight and Weekend Planning
Final Check
Orders Out
Error Reporting Process
22
BIS Training Continuum Continued
National Operations Manager EDD, Operations Manager I, Operations Manager II
Level 7
Management & Leadership
Development
Ricoh Digital Online Training
Ricoh Coaching Model
Managing From the X
Machine Visits
Maximizing Productivity
Manager Checklist and Floor
Management Execution
Labor Revenue Tracking
Spreadsheet
Office Contingency Plan
Media Duplication
Level 8
Where to get Ricoh Forms
SOX Monthly Self Audits
State Law Resources
Federal and State Law Postings
Shift Manager Delegation Skills
Fundamentals
Microsoft Excel Basic
Microsoft Word
Operations Responsibilities
Sales Responsibilities
Equipment Combinations and
Packaging
Level 8 continued
Best Practices and Form Usage
FIPS
Working with Percentages &
Quiz
Costed Schedules
Credit Rebills
New Hire Documents
Site Certification – Keeping
Tasks Organized
How to Present a Huddle
Onsites-The Customer and You
Onsites-Sales Force
Onsites-RFP, SOW, Bid
Onsites-Staffing
Onsites-Equipment Deployment
Onsites-Project
Instructions/Needs
Onsites-FIPS Billing
Onsites-Copier Rental
Financial Principals
Level 9
Conducting Productive Meetings
The Meeting Process
The 15 minute Shift Manager
(SMART) meeting
Production Management
Meeting
Level 9 continued
Executive Team Meeting /
Contributing in Sales Meetings
Email in the Workplace
Writing Effective Emails
HIPAA Master Checklist
Safety Committee
Supplies/Ordering
Level 10
Month End Close Checklist –
Short Version
Pre-Close Checklist
Understanding the General
Ledger (GL)
Close Process (Day 1 Forward)
Post Close Reconciliation
Reading & Understanding
Additional Financial Reports
Policy-Revenue Recognition
Policy-3rd party vendors and sub
contractor agreements
Policy-Preferred vendors
Policy-Laptop
Policy-Gift and gratuity
Policy-Signing authority
Policy-COD/Default credit limit
Trip Manager and Travel Policy
Risk Management
Accounting
Level 10 continued
HRMRC
Legal
Service Excellence Website
Manager Self Serve
Applicant Tracking System
Concur Expense Reporting
How to use Webex/Bell South/Net
Meeting
Global Help Desk
Forecasting
Break Even
Labor and Revenue Tracking
Payroll close process
Bad Debt and DSO
The Site Certification
The Ops Council
P Card-Rough
Moving a location
What to do when (phones are down,
evacuation, fire, natural disaster, network
is down)
Deadline Compliance
Conducting IDP’s
Behavioral Interviewing
Managing Direct Reports
Your first 30 days as an OM
The Annual Review Process
23
Questions?
24
Thank You.