Senior Field Service Technician

About the role

Services and repairs a variety of office equipment at customer locations, usually within a specific geographic area. May be viewed as a specialist on certain products. Additional responsibilities may include Team Lead/Coordinator role. Position requires 1 (one) Industry Certification.

Responsibilities

• Specializes in the servicing and repair of a core set of highly complex office products
• Manages territory, inventory, and customer relationships
• As a specialist, provides 2nd level technical support to other technicians
• Achieves expected productivity levels associated with assigned workload and level of experience
• Actively 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
• Performs troubleshooting and repairs or replaces equipment components as necessary on B&W, color and multifunctional devices
• Completes technical training on new equipment as assigned
• Provides advanced training
• 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
• A positive influence/champion within the team/organization
• Proactively seeks ways to improve things
• Assumes responsibilities of Field Technology Service Manager as required
• Effectively executes all required territory management and call handling procedures
• Works closely with sales partners to maximize equipment leads and upgrade opportunities
• Maintains and manages own parts inventory with a high degree of accuracy
• Adheres to territory back-up plans
• Completes all required administrative tasks in an accurate and timely manner
• Complies with all company policies
• Effectively handles the most difficult customer situations
• Acts as a communication link on unresolved technical problems/issues
• Interacts with external customers for the purpose of determining service needs on equipment and ensuring overall high level of customer satisfaction with the service performed
• Maintains productive, professional relationship with all company personnel
• Responsible for maintaining a "car stock" inventory
• Performs other duties as assigned

Typically Qualifications

• 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
• Requires expert knowledge of assigned equipment
• 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
• Working conditions regularly expose individuals to conditions that could result in minor cuts and burns
• There is 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