Senior Field Representative, Field Services Support

About the role

Serives and repairs a variety of office equipment at customer locations, usually within a specific geographic area. May act as a specialist on certain products.

Responsibilities

• Specializes in the servicing and repair of 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 level of experience.
• Drives revenue generating opportunities through supply leads, contract sales, network support contract leads, equipment and print assessment leads.
• Able to work under minimal supervision.
• Demonstrates technical expertise and provides specialist services.
• Performs a full range of servicing and repair service procedures including diagnostics, installation, removal and retrofits on a core set of highly complex office products.
• Completes technical training on new equipment as assigned.
• Conducts OJT for new and experienced technicians as required.
• Conducts technical seminars as required.
• Serves as a role model and exhibits professional appearance and behavior at all times, under the most difficult situations.
• Proactively seeks ways to improve things.

Qualifications

• Typically Requires high level technical skills typically gained through completion of technical school and 3+ years of related experience including a minimum of 2 years as a Technology Service Consultant I.
• Requires 1 Industry Certification and sustained (at least 2 years) of meets or exceeds performance level.
• Requires a valid state driver's license and minimum level of auto insurance coverage per Ricoh policy for positions entailing extensive use of personal car while on company business.

Knowledge, Skills, and Abilities

• Requires an excellent working knowledge of electro-mechanical devices and electronics.
• Skilled methodical approach to resolving problems.
• Possesses strong interpersonal and verbal communications skills.
• Excellent customer service skills including ability to follow up to ensure closure of issues.
• Skilled 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 normal range of temperature and noise.
• Extensive daily travel in an automobile between customer locations is usually required.
• Assignment of a "walking territory" within a limited urban area would require extensive travel by foot.
• Regular exposure to conditions that could result in minor cuts and burns.
• Frequent exposure to chemical solvents and cleaners.
• Shift work, overtime, stand-by and/or on-call may be required.
• Requires daily internal contact with the dispatch department via telephone to receive verbal instructions concerning service calls.
• Routinely in direct contact with parts department to receive parts ordered and with the Field Service Manager to review work, receive direction and discuss customers' concerns and problems.
• Requires daily external contact with customers (typically office managers and machine operators) for the purpose of investigating and resolving equipment problems.
• Customer relations aspects of the job tend to be somewhat more diversified, however, most problems are resolved using past precedent.
• Work has periodic stress related to an increased volume of service calls placed and occasional contact with dissatisfied customers.
• Physical effort is required to move objects on wheels that may weigh up to 400 pounds and be able to lift and carry objects that weigh up to 50 pounds.
• Requires frequent walking, standing, bending, reaching, and lifting when installing equipment, i.e., computers, controllers, color laser copiers, projectors, etc.
• Frequent stooping, bending, squatting, and kneeling are required to service equipment at floor level.
• Tool cases and assorted service-related tools weighing in the range of 25 to 50 pounds must be carried to a variety of machine locations.
• Often these locations are upstairs.
• A high level of dexterity is required in the regular use of a variety of hand tools.
• These tools will include, but are not limited to, screwdrivers, pliers, wrenches, and some electronic testing equipment.
• The above statements are intended to describe the general nature and level of work being performed by people assigned to this job.

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

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. 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. Tap into many other benefits to enhance your health, wellness, and ongoing personal and professional development.