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David Nielsen Region Service Manager
714-566-3581 david.nielsen@ricoh-usa.com
Thida Win Sr. Service Support Assistant
714-566-3588 thida.win@ricoh-usa.com
Ray Najera Regional Technical Specialist
714-566-3580 ray.najera@ricoh-usa.com
John Slivkoff Regional Technical Specialist
714-566-3648 john.slivkoff@ricoh-usa.com
Steve Mueller Area Support Manager
714-566-3510 steve.mueller@ricoh-usa.com
Richard Frommer Technical Support Manager
714-566-3592 richard.frommer@ricoh-usa.com
Randy Kaiser Technical Support Manager
714-258-6020 randy.kaiser@ricoh-usa.com
Steve Daniels Technical Support Manager
714-566-0663 steve.daniels@ricoh-usa.com
Herb Tuerr Technical Support Manager
714-258-6022 herb.tuerr@ricoh-usa.com
Jose Perez Area Support Manager
714-566-0669 jose.perez@ricoh-usa.com
Avinesh Gosai Technical Support Manager
714-258-6017 avinesh.gosai@ricoh-usa.com
Cory Bartz Technical Support Manager
714-258-6026 cory.bartz@ricoh-usa.com
Dwight Young Technical Support Manager
714-258-6023 dwight.young@ricoh-usa.com
Steve Sunshine Technical Support Manager
714-566-3647 steve.sunshine@ricoh-usa.com
Wayne Butterfield Area Support Manager
714-258-6015 wayne.butterfield@ricoh-usa.com
____________________________________________
________________________________________
Kevin Malcolm Technical Support Manager
714-258-6019 kevin.malcolm@ricoh-usa.com
Frank Jandera Technical Support Manager
714-258-6010 frank.jandera@ricoh-usa.com
Ray Green Technical Support Manager
714-258-6024 ray.green@ricoh-usa.com
Dan Sundberg Technical Support Manager
714-258-6021 dan.sundberg@ricoh-usa.com
NOTE: Area Support Manager dealer support areas Steve Mueller - Orange Co. area Jose Perez - SF area Wayne Butterfield - St. Paul/Minneapolis area Steve Clancy—Southern Colorado area
Steve Clancy Area Support Manager
714-258-6016 steve.clancy@ricoh-usa.com
_________________________________________
Western Region 1231 Warner Ave. Tustin, CA 92780 Service Admin (714) 566-3588 Service Fax (714) 566-3662
Ricoh USField Service Support DivisionWestern Region
Ken Lovsletten Technical Support Manager
714-566-3645 ken.lovsletten@ricoh-usa.com
Herb Tuerr
Steve Clancy
Randy Kaiser
Frank Jandera
Ray GreenKevin Malcolm
Dwight Young
Steve Sunshine
RichardFrommer
Steve Daniels
Cory Bartz (IKON)
Ken Lovsletten
Avinesh Gosai(RBS & Ind)
Mike Smagacz Region Service Account Manager
630-268-2397 mike.smagacz@ricoh-usa.com
Key Contacts and Key Contacts and Reference GuideReference Guide
Supporting the Ricoh Family Group:
NOVEMBER 2004
“ONE CALL” TECHNICAL SUPPORT PROGRAM
Experiencing technical difficulties in the field with a Ricoh/Savin/Gestetner product? Follow this simple procedure to receive the most professional, extensive technical sup-port available in the industry. 1. After utilizing all of your dealership’s technical expertise and support, just call our Ricoh U.S. HOTLINE.. 2. You will be assisted by one of our highly trained professionals who will help in troubleshooting the problem. 3. In the event he/she is unable to resolve the issue, your call is automatically escalated to our 2nd level support team. From that point, if no resolution is reached, a Hotline call will be opened, and automati-cally directed to the appropriate TSM for resolution. 4. At this point, your TSM will contact you and your service manager to request service histories, copy samples, etc. After thorough review, they may make further recommen-dations or schedule a field visit, possibly involving the appropriate Regional Techni-cal Specialist.
Service Education
Pre-Sales Connectivity Support
Connected Products 800-57-RICOH Connectivity Café http://www.rfg-configurator.com
Application Support Helpline Billed to Credit Card 800-227-4264 Pre-Paid Calling Card 888-351-5969
Other Support Numbers Document Solutions 888-RICOH-66 (e-Cabinet, GlobalScan, etc.) Printers 800-RICOH-38 System / Sales Engineer Support 800-57-RICOH Scanners 800-955-FILE Parts Customer 800-524-0199 Support Material Safety 800-336-MSDS Data Sheets National Reclamation Center 973-808-0450
Western Region Field Service
Support Division
Ricoh Family Group Ricoh Family Group -- Technical Service Support (WITH TECH ID NUMBER) Gestetner 800-346-6057 Ricoh 800-53-RICOH Savin 800-291-6044 TSC Web Site/E-Communications (Parts Inquiries & Tech Alerts ) http://tsc.ricohcorp.com
◊ Nuts & Bolts Seminars
◊ Technology Workshops
◊ New Product Launches
◊ Technician Ride Withs
◊ Major Account Support
◊ Manpower Analysis
◊ Return Authorizations and
Like-4-Likes
◊ Technical Assistance/Automated
Call Escalation
◊ Plan & Review Sessions
◊ Warranty Administration
◊ Damaged Equipment
Assessment
◊ Hotline Call Activity Mgt.
◊ Technician Status Updates
◊ On-line Surveys
◊ Show Support
KEY KEY KEY FFFIELD SERVICEIELD SERVICEIELD SERVICE SUPPORT OFFERINGS SUPPORT OFFERINGS SUPPORT OFFERINGS
Customer Service #1
General Information 973-882-5797 Training Center Managers: New Jersey 973-882-5823 Georgia 770-840-4835 California 714-566-3683
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