Field Support Specialist – Print & Customer Operations

About the role

The Job Description 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.
• Monitors and responds to device service and supply alerts, resolving service requests to meet service level agreements.
• Supports continuous fleet optimization efforts through identifying 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 requests using RICOH OFSC and customer systems.
• Utilizes support resources to minimize field service dispatch and escalates issues to Level 2 support, as necessary.
• Proactively communicates the status of problem resolution to end users.
• Provides detailed remote access knowledge and documents complete trouble shooting information.
• Aids in hot swap tasks needed to ensure users experience stays intact.
• Reports 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.
• Maintains an adequate supplies inventory level for devices and their volume requirements.
• Manages printer procurement as required by the customer.
• Manages 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.

Working Conditions, Mental and Physical Demands

• Typically works in an office environment with adequate lighting and ventilation, and a normal range of temperature and noise level.
• Requires internal contact within department and with other corporate personnel, and external contact with customers, agencies, vendors, etc.
• Work assignments are diversified.
• New alternatives may be developed to resolve problems.
• Modest physical effort is required. Work does require walking, standing, bending, reaching, lifting or carrying objects that may weigh up to 50 lbs. (e.g., papers, books, files and small parts, etc.).
• A fairly high level of dexterity is required in the regular use of a variety of hand tools.

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 teams 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.

Invest In Yourself

At Ricoh, you can: 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.