Field Service Technician Job at Ricoh, Syracuse, NY

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  • Ricoh
  • Syracuse, NY

Job Description

Position Title:

Senior Field Representative, Field Services Support
Reports To:
Corporate HR Specialist

Position Profile:

Services and repairs a variety of office equipment at customer locations, usually within a specific geographic area. May be viewed as a specialist on certain products. May also take on Team Lead/Coordinator responsibilities.

Note: Requires one (1) Industry Certification.

Job Duties and Responsibilities:
Technical Service:

  • Services and repairs a core set of highly complex office products.
  • Performs diagnostics, installations, removals, and retrofits.
  • Troubleshoots and repairs/replaces components on B&W, color, and multifunctional devices.
  • Demonstrates required digital competencies.
  • Completes assigned technical training.
  • Works independently with minimal supervision.
  • Achieves expected productivity levels.

Technical Leadership:

  • Provides 2nd level technical support to other technicians.
  • Conducts OJT and technical seminars for new/experienced technicians.
  • Serves as a professional role model and team influence.
  • Proactively seeks process improvements.

Territory Management:

  • Manages service territory, inventory, and customer accounts.
  • Supports sales partners with leads and upgrade opportunities.
  • Maintains accurate car stock and adheres to back-up plans.
  • Completes administrative tasks accurately and on time.
  • Assumes Field Technology Service Manager duties as needed.
  • Complies with all company policies.

Customer Support:

  • Handles complex customer service situations with professionalism.
  • Communicates unresolved technical issues.
  • Builds and maintains strong internal and external relationships.
  • Ensures high customer satisfaction through effective service delivery.
  • Performs other duties as assigned.

 

Qualifications (Education, Experience, Certifications):

  • Completion of technical school and 3+ years of relevant experience.
  • At least 2 years as a Technology Service Consultant I.
  • One Industry Certification and two years of “Meets or Exceeds” performance.
  • Valid driver's license and appropriate auto insurance coverage.

Knowledge, Skills & Abilities:

  • Strong knowledge of electro-mechanical devices and electronics.
  • Expert in assigned equipment.
  • Methodical problem-solving approach.
  • Excellent interpersonal and verbal communication skills.
  • Ability to comprehend technical manuals and publications.
  • High-level customer service and follow-up skills.

Working Conditions & Physical Demands:

  • Office environment with normal lighting, ventilation, and noise levels.
  • Extensive travel by car or on foot in varying weather conditions.
  • Exposure to minor hazards (e.g., cuts, burns) and chemical solvents.
  • May require shift work, overtime, standby, and on-call support.
  • Frequent contact with dispatch, parts department, management, and customers.
  • Occasional stress due to volume of service calls or challenging interactions.
  • Physical Requirements:
  • Move equipment up to 400 lbs on wheels.
  • Lift/carry up to 50 lbs; frequent walking, bending, standing, kneeling.
  • Work on floor-level equipment; frequent use of stairs.
  • Regular use of hand tools and fine-motor skills for delicate components.

About Ricoh:

Mission and Vision At Ricoh, we empower individuals to find Fulfillment Through Work by understanding and transforming how people work so we can unleash their potential and creativity to realize a sustainable future. We're empowering digital workplaces, connecting people to information fast and conveniently - and improving communication, efficiency and creativity.

Job Tags

Full time, Work at office, Shift work,

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