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 second 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.
• Demonstrates required digital competencies associated with assigned products and level assignment.
• 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.
• It is necessary that all travel be done in a wide variety of weather conditions.
• Work assignment regularly exposes individuals 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.
• The 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.
• There is an emphasis on fine-motor skills for work on small electronic and mechanical components.