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 and potentially assume a Team Lead/Coordinator role.

Responsibilities

• Specializes in the servicing and repair of a core set of highly complex office products.
• Manages territory, inventory, and customer relationships.
• 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.
• Works under minimal supervision and demonstrates technical expertise.
• Conducts OJT for new and experienced technicians as required.
• Conducts technical seminars as required.
• Serves as a role model and exhibits professional appearance and behavior.
• Proactively seeks ways to improve things.
• Assumes responsibilities of 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 meeting or exceeding 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.
• Regularly exposed to conditions that could result in minor cuts and burns.
• 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.
• 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.
• Requires frequent walking, standing, bending, reaching, and lifting when installing equipment, i.e., computers, controllers, color laser copiers, projectors, etc.
• Frequent stooping, bending, squatting, and kneeling are required to service equipment at floor level.
• Tool cases and assorted service-related tools weighing in the range of 25 to 50 pounds must be carried to a variety of machine locations.
• Often these locations are upstairs.
• A high level of dexterity is required in the regular use of a variety of hand tools.
• These tools will include, but are not limited to, screwdrivers, pliers, wrenches, and some electronic testing equipment.
• The above statements are intended to describe the general nature and level of work being performed by people assigned to this job.

About Us

Come Create at Ricoh: If you are seeking a team driven by passion and purpose, come create with us at Ricoh. We are 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.

Invest In Yourself

• 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.