Copier Field Technician

About the role

Serves and repairs a variety of office equipment at customer locations, usually within a specific geographic area. May act as a specialist on certain products.

Responsibilities

• Specializes in the servicing and repair of a core set of highly complex office products.
• Manages territory, inventory, and customer relationships.
• As a specialist, provides second level technical support to other technicians.
• Achieves expected productivity levels associated with assigned workload and level of experience.
• Drives revenue generating opportunities through supply leads, contract sales, network support contract leads, equipment and print assessment leads.
• Able to work under minimal supervision.
• Provides advanced training and conducts OJT for new and experienced technicians as required.
• Serves as a role model and exhibits professional appearance and behavior at all times, under the most difficult situations.
• Proactively seeks ways to improve things.
• Manages territory as a Field Technology Service Manager as required.
• Executes all required territory management and call handling procedures.
• Works closely with sales partners to maximize equipment leads and upgrade opportunities.
• Maintains and manages own parts inventory with a high degree of accuracy.
• Adheres to territory back-up plans.
• Completes all required administrative tasks in an accurate and timely manner.
• Complies with all company policies.
• Effectively handles the most difficult customer situations.
• Acts as a communication link on unresolved technical problems/issues.
• Interacts with external customers for the purpose of determining service needs on equipment and ensuring overall high level of customer satisfaction with the service performed.
• Maintains productive, professional relationship with all company personnel.
• Responsible for maintaining a "car stock" inventory.
• Performs other duties as assigned.

Qualifications

• Typically Requires high level technical skills typically gained through completion of technical school and 3+ years of related experience including a minimum of 2 years as a Technology Service Consultant I.
• Requires 1 Industry Certification and sustained (at least 2 years) of meets or exceeds performance level.
• Requires a valid state driver's license and minimum level of auto insurance coverage per Ricoh policy for positions entailing extensive use of personal car while on company business.

Knowledge, Skills, and Abilities

• Requires an excellent working knowledge of electro-mechanical devices and electronics.
• Skilled methodical approach to resolving problems.
• Possesses strong interpersonal and verbal communications skills.
• Excellent customer service skills including ability to follow up to ensure closure of issues.
• Skilled ability to read and comprehend written technical information in the form of technical manuals, parts books, and relevant publications.

Working Conditions, Mental and Physical Demands

• Typically works in an office environment with adequate lighting and ventilation, and normal range of temperature and noise.
• Extensive daily travel in an automobile between customer locations is usually required.
• Assignment of a "walking territory" within a limited urban area would require extensive travel by foot.
• Physical effort is required to move objects on wheels that may weigh up to 400 pounds and be able to lift and carry objects that weigh up to 50 pounds.
• Frequent exposure to chemical solvents and cleaners.
• Shift work, overtime, stand-by and/or on-call may be required.
• Requires daily internal contact with the dispatch department via telephone to receive verbal instructions concerning service calls.
• Routinely in direct contact with parts department to receive parts ordered and with the Field Service Manager to review work, receive direction and discuss customers' concerns and problems.
• Requires daily external contact with customers (typically office managers and machine operators) for the purpose of investigating and resolving equipment problems.
• Customer relations aspects of the job tend to be somewhat more diversified, however, most problems are resolved using past precedent.
• Work has periodic stress related to an increased volume of service calls placed and occasional contact with dissatisfied customers.
• Requires daily internal contact with the dispatch department via telephone to receive verbal instructions concerning service calls.
• Routinely in direct contact with parts department to receive parts ordered and with the Field Service Manager to review work, receive direction and discuss customers' concerns and problems.
• Requires daily external contact with customers (typically office managers and machine operators) for the purpose of investigating and resolving equipment problems.
• Customer relations aspects of the job tend to be somewhat more diversified, however, most problems are resolved using past precedent.
• Work has periodic stress related to an increased volume of service calls placed and occasional contact with dissatisfied customers.
• Physical effort is required to move objects on wheels that may weigh up to 400 pounds and be able to lift and carry objects that weigh up to 50 pounds.
• Frequent exposure to chemical solvents and cleaners.
• Shift work, overtime, stand-by and/or on-call may be required.
• Requires daily internal contact with the dispatch department via telephone to receive verbal instructions concerning service calls.
• Routinely in direct contact with parts department to receive parts ordered and with the Field Service Manager to review work, receive direction and discuss customers' concerns and problems.
• Requires daily external contact with customers (typically office managers and machine operators) for the purpose of investigating and resolving equipment problems.
• Customer relations aspects of the job tend to be somewhat more diversified, however, most problems are resolved using past precedent.
• Work has periodic stress related to an increased volume of service calls placed and occasional contact with dissatisfied customers.
• Physical effort is required to move objects on wheels that may weigh up to 400 pounds and be able to lift and carry objects that weigh up to 50 pounds.
• Frequent exposure to chemical solvents and cleaners.
• Shift work, overtime, stand-by and/or on-call may be required.
• Requires daily internal contact with the dispatch department via telephone to receive verbal instructions concerning service calls.
• Routinely in direct contact with parts department to receive parts ordered and with the Field Service Manager to review work, receive direction and discuss customers' concerns and problems.
• Requires daily external contact with customers (typically office managers and machine operators) for the purpose of investigating and resolving equipment problems.
• Customer relations aspects of the job tend to be somewhat more diversified, however, most problems are resolved using past precedent.
• Work has periodic stress related to an increased volume of service calls placed and occasional contact with dissatisfied customers.
• Physical effort is required to move objects on wheels that may weigh up to 400 pounds and be able to lift and carry objects that weigh up to 50 pounds.
• Frequent exposure to chemical solvents and cleaners.
• Shift work, overtime, stand-by and/or on-call may be required.
• Requires daily internal contact with the dispatch department via telephone to receive verbal instructions concerning service calls.
• Routinely in direct contact with parts department to receive parts ordered and with the Field Service Manager to review work, receive direction and discuss customers' concerns and problems.
• Requires daily external contact with customers (typically office managers and machine operators) for the purpose of investigating and resolving equipment problems.
• Customer relations aspects of the job tend to be somewhat more diversified, however, most problems are resolved using past precedent.
• Work has periodic stress related to an increased volume of service calls placed and occasional contact with dissatisfied customers.
• Physical effort is required to move objects on wheels that may weigh up to 400 pounds and be able to lift and carry objects that weigh up to 50 pounds.
• Frequent exposure to chemical solvents and cleaners.
• Shift work, overtime, stand-by and/or on-call may be required.
• Requires daily internal contact with the dispatch department via telephone to receive verbal instructions concerning service calls.
• Routinely in direct contact with parts department to receive parts ordered and with the Field Service Manager to review work, receive direction and discuss customers' concerns and problems.
• Requires daily external contact with customers (typically office managers and machine operators) for the purpose of investigating and resolving equipment problems.
• Customer relations aspects of the job tend to be somewhat more diversified, however, most problems are resolved using past precedent.
• Work has periodic stress related to an increased volume of service calls placed and occasional contact with dissatisfied customers.
• Physical effort is required to move objects on wheels that may weigh up to 400 pounds and be able to lift and carry objects that weigh up to 50 pounds.
• Frequent exposure to chemical solvents and cleaners.
• Shift work, overtime, stand-by and/or on-call may be required.
• Requires daily internal contact with the dispatch department via telephone to receive verbal instructions concerning service calls.
• Routinely in direct contact with parts department to receive parts ordered and with the Field Service Manager to review work, receive direction and discuss customers' concerns and problems.
• Requires daily external contact with customers (typically office managers and machine operators) for the purpose of investigating and resolving equipment problems.
• Customer relations aspects of the job tend to be somewhat more diversified, however, most problems are resolved using past precedent.
• Work has periodic stress related to an increased volume of service calls placed and occasional contact with dissatisfied customers.
• Physical effort is required to move objects on wheels that may weigh up to 400 pounds and be able to lift and carry objects that weigh up to 50 pounds.
• Frequent exposure to chemical solvents and cleaners.
• Shift work, overtime, stand-by and/or on-call may be required.
• Requires daily internal contact with the dispatch department via telephone to receive verbal instructions concerning service calls.
• Routinely in direct contact with parts department to receive parts ordered and with the Field Service Manager to review work, receive direction and discuss customers' concerns and problems.
• Requires daily external contact with customers (typically office managers and machine operators) for the purpose of investigating and resolving equipment problems.
• Customer relations aspects of the job tend to be somewhat more diversified, however, most problems are resolved using past precedent.
• Work has periodic stress related to an increased volume of service calls placed and occasional contact with dissatisfied customers.
• Physical effort is required to move objects on wheels that may weigh up to 400 pounds and be able to lift and carry objects that weigh up to 50 pounds.
• Frequent exposure to chemical solvents and cleaners.
• Shift work, overtime, stand-by and/or on-call may be required.
• Requires daily internal contact with the dispatch department via telephone to receive verbal instructions concerning service calls.
• Routinely in direct contact with parts department to receive parts ordered and with the Field Service Manager to review work, receive direction and discuss customers' concerns and problems.
• Requires daily external contact with customers (typically office managers and machine operators) for the purpose of investigating and resolving equipment problems.
• Customer relations aspects of the job tend to be somewhat more diversified, however, most problems are resolved using past precedent.
• Work has periodic stress related to an increased volume of service calls placed and occasional contact with dissatisfied customers.
• Physical effort is required to move objects on wheels that may weigh up to 400 pounds and be able to lift and carry objects that weigh up to 50 pounds.
• Frequent exposure to chemical solvents and