Field Service Technician

About the role

The Field Representative II, First Responder Print is responsible for the daily support, service, repair, and availability of RICOH managed devices within a specified geographic area. This role involves responding to customer requests, service requests and device alerts, performing technical support, and training with a focus on customer service.

Responsibilities

• Works to ensure that SLAs between customer and RICOH are achieved.
• Responds to customer support requests and ensures they are resolved quickly, accurately, and professionally.
• Maintains an accurate asset list and location of managed devices with available printer fleet tools and databases.
• Replenishes and replaces consumables and supplies for devices at assigned locations.
• Responsible for the daily monitoring of device service and supply alerts, responding to and resolving service requests so device availability meets service level agreements.
• Supports continuous fleet optimization efforts through identification of over/under utilized, frequently serviced, and exception devices.
• Provides training on the use of RICOH equipment and features.
• Supports inventory and implementation efforts.
• Completes technical training on new equipment as assigned.
• Performs a full range of servicing and repair including troubleshooting, diagnostics, installation, component replacement, device "hot swap", removal, and retrofits on assigned equipment.
• Documents all service calls and request using RICOH OFSC and customer (when applicable) systems.
• Utilizes support resources to minimize field service dispatch and then escalates issues to Level 2 support, as necessary.
• Proactively communicates to the customer the status of problem resolution.
• Provides the end users with detailed remote access knowledge and document complete trouble shooting information.
• Aid in hot swap tasks needed to ensure users experience stays intact.
• Tasks may include providing and communicating jack numbers, IP addresses, and coordinating with end user to remap, as necessary.
• Report through established channels all network, application and workstation issues that are supported by the customer.
• Performs basic and advanced installations, sets up IP addresses, downloads printer drivers and provides customer training on supported devices.
• Adheres to IMACD process, coordinating and supporting functional tasks, managing, and communicating statuses in a timely manner.
• Moves desktop printers to a new location only with approval through the SR process.
• Maintain an adequate supplies inventory level for devices and their volume requirements.
• Manages printer procurement as required by the customer.
• Manage on-site hardware inventory.
• Manage hot swap inventory.
• Documents and reports all fleet meter reads.
• Completes all required administrative tasks in an accurate and timely manner.

Qualifications

• High School Diploma (or equivalent) with additional education preferred.
• IT Help Desk Support experience (application & hardware support) preferred.
• Technical Training & Certifications: HP Certifications preferred.
• Completion of Ricoh Learning Institute Courseware within specified timeframe as assigned/directed by management.

Knowledge, Skills and Abilities

• Excellent customer service skills.
• Possesses strong interpersonal and verbal communications skills.
• Possesses excellent customer service skills including ability to follow up to ensure closure of issues and can communicate effectively.
• Good project management skills and ability to prioritize tasks.
• Strong technical knowledge of network and site-specific printers.
• Strong technical knowledge of company products.
• Requires working knowledge of electro-mechanical devices, electrical circuitry, electronics, and varying levels of digital competency.
• Possesses methodical approach to resolving problems.
• Possesses ability to read and comprehend written technical information in the form of technical manuals, parts books, and relevant publications.