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.

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.

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.

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