Field Representative II, First Responder Print

POSITION PROFILE

Responsible for the daily support, service, repair, and availability of RICOH managed devices within a specified geographic area.

Responds to customer requests, service requests and device alerts, technical support, and training with a focus toward customer service. Capable of device set-up and installation, preventative maintenance and routine service of assigned RICOH and 3^rd party manufacturer devices. Serviceable device types include printers and multi-functional devices as well as other assets supports as part of RICOH's Service Advantage program (thermal print, lockers, robots, etc.).

Responsibilities may include the procurement of printer hardware and the management of an on-site parts/consumables inventory.

Job Duties and Responsibilities

• On-site support of printers and copiers. 
• Responds to customer support requests and ensures that they are resolved quickly, accurately, and professionally. 
• Escalates problems as necessary. 
• Keeps the customer up to date on the progress of problem resolution. 
• Responsible for on-site hardware, parts, and supplies inventory. 
• Responsible for printer needs assessments. 
• Responsible for printer installations, moves, and disposals. 
• Maintains printer fleet tools/databases. 
• Requires personal car usage in metro area. 
• Able to lift 50lbs. Extensive walking required. 
• Performs other duties as assigned. 

QUALIFICATIONS (Education, Experience, and Certifications)

• Typically requires:
• High School Diploma (or equivalent) with additional education preferred.
• IT Help Desk Support experience (application & hardware support) preferred.
• Technical Training & Certifications: HP Certifications preferred.
• Completion of Ricoh Learning Institute Courseware within specified timeframe as assigned/directed by management.

KNOWLEDGE, Skills And Abilities

• Excellent customer service skills
• Possesses strong interpersonal and verbal communications skills.
• Possesses excellent customer service skills including ability to follow up to ensure closure of issues and can communicate effectively.
• Good project management skills and ability to prioritize tasks
• Strong technical knowledge of network and site-specific printers
• Strong technical knowledge of company products
• Requires working knowledge of electro-mechanical devices, electrical circuitry, electronics, and varying levels of digital competency.
• Possesses methodical approach to resolving problems.
• Possesses ability to read and comprehend written technical information in the form of technical manuals, parts books, and relevant publications.
• The technical aspect of this position requires following pre-established guidelines, using limited judgment. Judgment is used to analyze and determine the problem on the equipment (troubleshooting). It is also used in determining the need for routine servicing or parts to be installed.

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 level
• Requires internal contact within department and with other corporate personnel, and external contact with customers, agencies, vendors, etc.
• Work assignments are diversified. Examples of past precedent are used to resolve work problems. New alternatives may be developed to resolve problems
• Modest physical effort is required. Work does require walking, standing, bending, reaching, lifting or carrying objects that may weigh up to 50 lbs. (e.g., papers, books, files and small parts, etc.)
• A fairly high level of dexterity is required in the regular use of a variety of hand tools. These tools will include, but are not limited to, screwdrivers, pliers, wrenches, and some electronic testing equipment. There is an emphasis on fine-motor skills for work on small electronic and mechanical components.

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, skills, efforts or working conditions associated with a job.