Field Electro-Mechanical Services Technician

This position requires advanced field service and troubleshooting skills to work independently as a product and services specialist supporting Ricoh's production print equipment and related solutions. The role serves as the primary resource for equipment maintenance, troubleshooting, repair, customer support, and operational training in high-volume production printing environments.

Responsibilities

• Performs installation, maintenance, troubleshooting, repair, and operational support on production print equipment and related systems.
• Diagnoses mechanical, electrical, and equipment performance issues and restores equipment to operational status.
• Collects, measures, records, processes, and analyzes complex data to support service improvement.
• Proactively seeks volume-building and product/process upgrade opportunities to increase utilization of Ricoh equipment, supplies, and services.
• Assembles, adjusts, repairs, and maintains production printing equipment according to specifications and service documentation.
• Performs preventive maintenance and break/fix repairs as required.
• Demonstrates proficiency in area of expertise and takes on a team lead/coordinator role as needed.
• Provides customer training, equipment observation, preventive maintenance, troubleshooting, and solution recommendations for improved operational performance.
• Understands and promotes Ricoh's support functions and offerings, anticipates and manages customer needs.
• Displays professionalism in interactions with customers and maintains productive relationships with customers and Ricoh personnel.
• Maintains a full workload while meeting required response times, repair objectives, quality standards, and customer service expectations, including emergency and after-hours service requests.
• Effectively executes workload management and call handling procedures using current field call management requirements.
• Complies with all company policies and completes administrative tasks accurately and timely, including maintaining logs, processes, and reports.
• Accounts for all time and activity by recording information through the proper tracking system.
• Maintains a "car stock" and/or customer on-site inventory as assigned.
• Achieves expected productivity levels and actively participates in Ricoh Extra Value program opportunities.
• Performs other duties as assigned.

Requirements

• Valid state driver's license and minimum auto insurance coverage per Ricoh policy for extensive use of a personal vehicle.
• High school diploma or equivalent required.
• Experience in mechanical, electrical, industrial maintenance, equipment repair, automotive repair, HVAC, electromechanical systems, or related hands-on technical fields is strongly preferred.
• Experience with computers, electronics, printing systems, or basic network connectivity is a plus.
• Must reside within a commutable distance of the Albany, NY service area to meet customer response-time requirements.
• Meets the requirements listed in the Technology Services Training Role Inventory and Certification Program for the assigned role.

Skills

• Goal-oriented, self-motivated, and committed to ongoing self-development.
• Ability to handle highly confidential information.
• Excellent multitasking and prioritization skills.
• Strong problem-solving and practical solution development.
• Excellent organizational, interpersonal, and verbal communication skills.
• High level of professionalism in difficult circumstances and ability to overcome technical, customer, and logistical obstacles.
• Proficient with Microsoft Office applications, computers, mobile technology, and associated systems.
• Demonstrated mechanical aptitude with ability to troubleshoot, diagnose, and repair complex equipment using mechanical and electrical problem-solving techniques.
• Ability to work independently in customer environments and respond effectively to urgent service situations.

Working Conditions

• Extensive daily travel in an automobile between customer locations; may require travel by foot in urban areas.
• Travel may occur in various weather conditions and occasionally include outdoor work.
• Occasional overnight travel may be required.
• May be required to move objects on wheels up to 400 pounds and lift/carry objects weighing up to 50 pounds.
• Frequent stooping, bending, squatting, kneeling, and ladder use to service equipment at various heights.
• Requires dexterity and regular use of tools, computers, keyboards, and hand tools with strong eye/hand coordination.
• Shift work, overtime, stand-by, and on-call responsibilities may be required, including evenings, weekends, and holidays.
• Work involves periodic stress related to deadlines, performance expectations, increased service call volume, and occasional interaction with dissatisfied customers.

Benefits

• Broad selection of medical, dental, life, and disability insurance options.
• Retirement Savings Plan (401K), Health Savings Account (HSA), and Flexible Spending Account (FSA) investments.
• Team member tuition assistance programs.
• Paid vacation time and paid holidays annually.
• Additional benefits to enhance health, wellness, and ongoing personal and professional development.

Pay

$28.00 - $29.00 per hour

Sign-on bonus of $1,000 for new Ricoh members.

Schedule

Full time. This position supports customer locations that operate 24/7 and may require responding to service calls outside normal business hours, including evenings, weekends, and holidays.