Field Representative II, Print Support SCA

Responsible for the daily support of site-specific network and workstation printers. Responds to customer requests for technical support and training, with a strong focus on customer service.

Documents all service calls and requests using TRAC Solution and escalates serious problems to a Customer Service Technician and, as necessary, to the Integrated Account Manager. Works to ensure that service level agreements between the customer and RICOH are achieved.

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

• Provide daily support for network and workstation printers.
• Respond to customer support requests and ensure issues are resolved quickly, accurately, and professionally.
• Escalate technical problems to a technician as necessary.
• Keep customers informed of the progress and status of problem resolution.
• Provide end users with detailed remote-access support and document complete troubleshooting information.
• Provide regular account updates, including fleet status and performance information, to the Printer Fleet Manager or Integrated Account Manager.
• Manage on-site hardware and consumables inventory.
• Coordinate printer procurement as required by the customer.
• Manage printer hot-swap inventory.
• Document and report all fleet meter reads.
• Maintain printer fleet tools and databases.

Typically requires:

• High School Diploma or equivalent; additional education preferred.
• IT Help Desk Support experience, including application and hardware support.
• Technical training and certifications, including HP certifications.

• Excellent customer service skills.
• Good project management skills with the ability to effectively prioritize tasks.
• Strong technical knowledge of network and site-specific printers.
• Strong knowledge of company products and related solutions.

• Typically works in an office environment with adequate lighting and ventilation and normal ranges of temperature and noise.
• Requires internal interaction within the department and with other corporate personnel, as well as external interaction with customers, agencies, vendors, and other stakeholders.
• Work assignments are diversified. Past precedents may be used to resolve work-related problems, and new alternatives may be developed when necessary.
• Requires modest physical effort, including walking, standing, bending, reaching, lifting, and carrying objects weighing up to 50 lbs. , such as papers, books, files, and small parts.
• Requires moderate dexterity and the regular application of basic skills involving calculators, keyboards, hand tools, and hand-eye coordination.

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