Field Representative II, First Responder Print
$18.32 - $24.38 per hour
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 needs, and training requests with a strong focus on customer service. Capable of device setup and installation, preventative maintenance, and routine service of assigned Ricoh and third-party manufacturer devices.
Supported device types include printers, multifunction devices (MFDs), and other assets supported through Ricoh's Service Advantage Program (thermal printers, lockers, robots, etc.).
Responsibilities may also include printer hardware procurement and management of on-site parts and consumables inventory. Job Duties and Responsibilities
- Ensures service level agreements (SLAs) between the customer and Ricoh are achieved.
- Responds to customer support requests and resolves issues quickly, accurately, and professionally.
- Maintains accurate asset inventories and device locations using fleet management tools and databases.
- Replenishes and replaces consumables and supplies for devices at assigned locations.
- Monitors device service and supply alerts daily, responding to and resolving service requests to maintain device availability in accordance with SLAs.
- Supports continuous fleet optimization efforts by identifying overutilized, underutilized, frequently serviced, and exception devices.
- Provides training on the use and features of Ricoh equipment.
- Provides team member training on equipment usage, features, and device mapping.
- Performs a full range of servicing and repair activities, including troubleshooting, diagnostics, installation, component replacement, device hot swaps, removals, and retrofits on assigned equipment.
- Documents all service calls and requests using Ricoh OFSC and customer systems, when applicable.
- Utilizes support resources to minimize field service dispatches and escalates issues to Level 2 support when necessary.
- Proactively communicates problem resolution status to customers.
- Provides end users with remote access support and documents detailed troubleshooting information.
- Assists with device hot swap activities, including communicating jack numbers, IP addresses, and coordinating device remapping with end users.
- Reports network, application, and workstation issues through established customer-supported channels.
- Performs basic and advanced installations, configures IP addresses, downloads and installs printer drivers, and provides customer training on supported devices.
- Adheres to IMACD processes by coordinating tasks, managing activities, and communicating status updates in a timely manner.
- Relocates desktop printers only when approved through the Service Request (SR) process.
- Maintains adequate inventory levels of device supplies based on volume requirements.
- Orders supplies and maintains appropriate PAR (Periodic Automatic Replacement) levels.
- Monitors and returns unused or excess Ricoh-owned supplies based on established PAR levels.
- Manages on-site hardware inventory.
- Coordinates printer procurement as required by the customer.
- Manages hot swap inventory.
- Documents and reports all fleet meter readings.
- Completes technical training on new equipment as assigned.
- Supports inventory management and implementation initiatives.
- Completes required administrative tasks accurately and on time.
- Maintains a professional appearance and positive demeanor.
- Performs other duties as assigned.
Qualifications (Education, Experience, and Certifications)
Typically requires:
- High School Diploma or equivalent required; additional education preferred.
- IT Help Desk support experience (application and hardware support) preferred.
- Technical training and certifications, including HP certifications, preferred.
- Completion of Ricoh Learning Institute coursework within specified timeframes as assigned by management.
Knowledge, Skills, and Abilities
- Excellent customer service skills.
- Strong interpersonal and verbal communication skills.
- Demonstrated ability to follow up on issues through resolution and communicate effectively with customers and team members.
- Strong project management and task prioritization skills.
- Strong technical knowledge of network-connected and site-specific printers.
- Strong technical knowledge of company products and services.
- Working knowledge of electromechanical devices, electrical circuitry, electronics, and digital technologies.
- Methodical approach to problem-solving and troubleshooting.
- Ability to read and interpret technical manuals, parts catalogs, and related publications.
- Ability to troubleshoot equipment using established procedures and guidelines.
- Uses judgment to analyze equipment issues, determine root causes, identify necessary repairs, and assess routine service requirements.
Working Conditions, Mental and Physical Demands
- Typically works in an office environment with adequate lighting, ventilation, and standard temperature and noise levels.
- Requires interaction with internal departments, corporate personnel, customers, agencies, vendors, and other external contacts.
- Work assignments are varied and may require applying past experience and developing new solutions to resolve issues.
- Moderate physical activity is required, including walking, standing, bending, reaching, and lifting or carrying objects weighing up to 50 pounds.
- Requires a high level of manual dexterity and regular use of hand tools, including screwdrivers, pliers, wrenches, and electronic testing equipment.
- Work involves fine motor skills for servicing and repairing 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.
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.
