Field Service Technician

About the role

Responsible for the daily support, service, repair, and availability of RICOH managed devices within a specified geographic area. Responds to customer requests, service requests and device alerts, technical support, and training with a focus toward customer service.

Responsibilities

• Works to ensure that the SLAs service level agreements 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.
• Exhibits a professional appearance and positive demeanor.
• Performs other duties as assigned.

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.

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 a team of information seekers and customer-obsessed collaborators who aspire to deliver the services, solutions, and technologies that empower business success. We are looking for talented, inspired individuals to join us to help drive high-performance team and our commitment to excellence. Ricoh is 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. If you are seeking a purpose-driven and passionate team, come create with us, and help drive our high-performance culture of excellence into tomorrow.

JOB INFO

• Job Identification : 7786
• Job Category : Service Delivery
• Posting Date : 2026-07-09T12:32:32+00:00
• Degree Level : Some College
• Job Schedule : Full time
• Locations : Austin, TX, United States
• Salary Range : $21.00 - $24.00
• Driving requirements : Personal Vehicle
• Sign-on Bonus : No