Field Specialist, Field Services Support

About the role

Services and repairs a variety of office equipment at customer locations, usually within a specific geographic area. May specialize in certain products and serve as a Team Lead or Coordinator. Requires at least one Industry Certification.

Responsibilities

• Specializes in servicing and repairing a core set of highly complex office products.
• Manages territory, inventory, and customer relationships.
• Provides 2nd level technical support to other technicians.
• Achieves expected productivity levels associated with assigned workload and 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.
• Performs diagnostics, installation, removal, and retrofits on complex office products (B&W, color, and multifunctional devices).
• Completes technical training on new equipment as assigned.
• Conducts on-the-job training (OJT) for new and experienced technicians and technical seminars as required.
• Serves as a role model, exhibiting professional appearance and behavior in all situations.
• Manages territory responsibilities, including assuming the role of Field Technology Service Manager as needed.
• Executes territory management and call handling procedures, working closely with sales partners to maximize equipment leads and upgrade opportunities.
• Maintains and manages parts inventory with high accuracy.
• Completes all required administrative tasks accurately and on time.
• Handles difficult customer situations and acts as a communication link for unresolved technical issues.
• Maintains productive, professional relationships with company personnel and customers.
• Manages a "car stock" inventory.
• Performs other duties as assigned.

Requirements

• High level of technical skills, typically gained through completion of technical school and 3+ years of related experience, including at least 2 years as a Technology Service Consultant I.
• Requires 1 Industry Certification and a sustained (at least 2 years) record of meeting or exceeding performance levels.
• Valid state driver’s license and minimum auto insurance coverage per company policy for roles requiring extensive use of a personal vehicle.

Skills

• Excellent working knowledge of electro-mechanical devices and electronics.
• Expert knowledge of assigned equipment.
• Methodical problem-solving approach.
• Strong interpersonal and verbal communication skills.
• Excellent customer service skills, including follow-up to ensure issue resolution.
• Ability to read and comprehend technical manuals, parts books, and relevant publications.

Working Conditions

• Typically works in an office environment with adequate lighting, ventilation, and normal temperature/noise ranges.
• Extensive daily travel between customer locations, often by automobile; may include a "walking territory" in urban areas.
• Exposure to various weather conditions during travel.
• Regular exposure to minor cuts, burns, chemical solvents, and cleaners.
• May require shift work, overtime, stand-by, or on-call availability.
• Daily internal contact with dispatch, parts department, and Field Service Manager.
• Daily external contact with customers (e.g., office managers, machine operators) to investigate and resolve equipment issues.
• Periodic stress due to high service call volume or dissatisfied customers.

Physical Demands

• Ability to move objects on wheels weighing up to 400 pounds and lift/carry objects up to 50 pounds.
• Frequent walking, standing, bending, reaching, and lifting when installing equipment (e.g., computers, controllers, copiers, projectors).
• Frequent stooping, bending, squatting, and kneeling to service floor-level equipment.
• Must carry tool cases and service tools (25–50 pounds) to various locations, including upstairs.
• High level of dexterity required for using hand tools (e.g., screwdrivers, pliers, wrenches, electronic testing equipment).
• Fine-motor skills necessary for working on small electronic and mechanical components.

About Us

Ricoh is an integrated solutions provider connecting people and technology to create outstanding customer experiences and drive innovation for businesses worldwide. We empower digital workplaces by enabling individuals to work smarter from any location and harness the power of information. Our services and technologies inspire customer success and guide organizations toward a better, more sustainable future.

We are a team of information seekers and customer-obsessed collaborators, passionate about delivering high-performance results and excellence. If you seek a purpose-driven and passionate team, join us to help shape a high-performance culture of excellence.

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 holidays annually.
• Additional benefits to enhance health, wellness, and ongoing personal and professional development.

Location: Philadelphia, PA, United States. Full-time schedule. Requires use of a personal vehicle.