Job Description

Come Create at Ricoh

If you are seeking a team driven by passion and purpose, come create with us at Ricoh. We are a team of information seekers and customer-obsessed collaborators who aspire to deliver the services, solutions, and technologies that empower business success.

We are looking for talented, inspired individuals to join us to help drive high-performance team and our commitment to excellence.

Ricoh is an integrated solutions provider and partner that connects people and technology, creates outstanding customer experiences, and delivers innovation for businesses worldwide.

We empower digital workplaces by enabling individuals to work smarter from any location and harness the power of information how it is collected, stored, managed, and shared to unlock the potential in every organization.

We deliver services and technologies that inspire our customers' success and guide them toward a better and more sustainable future.

If you are seeking a purpose-driven and passionate team, come create with us, and help drive our high-performance culture of excellence into tomorrow.

Invest in yourself

At Ricoh, you can :

• Choose from a broad selection of medical, dental, life, and disability insurance options.
• Contribute to your financial security with Retirement Savings Plan (401K), Health Savings Account (HSA), and Flexible Spending Account (FSA) investments.
• Augment your education with team member tuition assistance programs.
• Enjoy paid vacation time and paid holidays annually.
• Tap into many other benefits to enhance your health, wellness, and ongoing personal and professional development.

POSITION PROFILE

The Field Representative I, Services Onsite Technician is responsible for the daily support, service, repair and availability of RICOH managed devices within a specified geographic area.

Responds to service requests and device alerts as well as 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 3rd party manufacturer devices.

Serviceable device types include printers and multi-functional devices as well as other assets supported as part of RICOH's Service Advantage program (thermal print, lockers, robots, etc.

Documents all service calls and requests using RICOH OFSC and customer provided (when applicable) systems. Works to ensure that the service level agreements between the customer and RICOH are achieved.

JOB DUTIES AND RESPONSIBILITIES

• Responsible for the daily monitoring of device service and supply alerts, responding to and resolving service requests so device availability meets service level agreements
• Performs a full range of servicing and repair service procedures including troubleshooting, diagnostics, installation, component replacement, device hot swap, removal, and retrofits on assigned equipment
• Utilizes remote support resources to resolve service issues and minimize dispatch
• Escalates issues to Level 2 and technician resource support as necessary
• Performs basic and advanced installations, sets up IP addresses, downloads printer drivers and provides customer training on supported devices
• Documents all service call and request activity using OFSC and other applications when applicable
• Replenishes and replaces consumables and supplies for devices at assigned locations
• Responsible for the accurate management and maintenance of their parts, supply, and asset inventories
• Monitor and return unused and excess RICOH owned supplies as PAR levels dictate
• Adheres to IMACD process, supporting functional tasks and communicating statuses in a timely manner
• Demonstrates technical expertise and good customer relation skills
• Achieves expected productivity levels associated with assigned workload and level of experience
• Proactively communicates to the customer the status of problem resolution
• Provides regular updates including fleet status and performance to the Service Delivery fleet manager(s)
• Adherence to all RICOH and Customer safety and security measures
• Perform meter read or meter captures at appropriate intervals for accurate billing
• May travel between customer's buildings and locations within a specified geographic area
• Manages device inventory and spares by assuring all records and required mapping is up-to-date
• Completes technical training on new equipment as assigned
• Supports equipment training
• Supports inventory and implementation efforts
• Completes all required administrative tasks in an accurate and timely manner
• Exhibits a professional appearance and positive demeanor
• Performs other duties as assigned

Job Description Continued

QUALIFICATIONS (Education, Experience, and Certifications)

• Typically requires :
• High School Diploma (or equivalent) with additional education preferred
• Requires a valid state driver's license and minimum level of auto insurance coverage per company policy for position entails extensive use of personal car while on company business.
• Completed classes and experience involving computers, electronics, mechanics, etc. is desired.

Last updated : 2024-03-27