Job DescriptionField Representative I, Services Onsite TechnicianPOSITION PROFILE
The Field Representative I, Services Onsite Technician is responsible for the daily support, service, repair and availability of RICOH managed devices within a specified geographic area.
Responds to service requests and device alerts as well as technical support and training with a focus toward customer service.
Capable of device set-up and installation, preventative maintenance, and routine service of assigned RICOH and 3rd party manufacturer devices.
Serviceable device types include printers and multi-functional devices as well as other assets supported as part of RICOH's Service Advantage program (thermal print, lockers, robots, etc.)
Documents all service calls and requests using RICOH OFSC and customer provided (when applicable) systems.
Works to ensure that the service level agreements between the customer and RICOH are achieved.
Job Duties and Responsibilities
Responsible for the daily monitoring of device service and supply alerts, responding to and resolving service requests so device availability meets service level agreements
Performs a full range of servicing and repair service procedures including troubleshooting, diagnostics, installation, component replacement, device "hot swap", removal, and retrofits on assigned equipment
Utilizes remote support resources to resolve service issues and minimize dispatch
Escalates issues to Level 2 and technician resource support as necessary
Performs basic and advanced installations, sets up IP addresses, downloads printer drivers and provides customer training on supported devices
Documents all service call and request activity using OFSC and other applications when applicable
Replenishes and replaces consumables and supplies for devices at assigned locations
Responsible for the accurate management and maintenance of their parts, supply, and asset inventories
Monitor and return unused and excess RICOH owned supplies as PAR levels dictate
Adheres to IMACD process, supporting functional tasks and communicating statuses in a timely manner
Demonstrates technical expertise and good customer relation skills
Achieves expected productivity levels associated with assigned workload and level of experience
Proactively communicates to the customer the status of problem resolution
Provides regular updates including fleet status and performance to the Service Delivery fleet manager(s)
Adherence to all RICOH and Customer safety and security measures
Perform meter read or meter captures at appropriate intervals for accurate billing
May travel between customer's buildings and locations within a specified geographic area
Manages device inventory and spares by assuring all records and required mapping is up-to-date
Completes technical training on new equipment as assigned
Supports equipment training
Supports inventory and implementation efforts
Completes all required administrative tasks in an accurate and timely manner
Exhibits a professional appearance and positive demeanor
Performs other duties as assigned
QUALIFICATIONS (Education, Experience, and Certifications)
Typically requires:
High School Diploma (or equivalent) with additional education preferred
Requires a valid state driver's license and minimum level of auto insurance coverage per company policy for position entails extensive use of personal car while on company business.
Completed classes and experience involving computers, electronics, mechanics, etc. is desired.
IT Help Desk Support experience (application & hardware support) preferred
KNOWLEDGE, Skills And Abilities
Requires some working knowledge of electro-mechanical devices, electrical circuitry, electronics, and varying levels of digital competency.
Possesses methodical approach to resolving problems.
Possesses strong interpersonal and verbal communications skills.
Possesses excellent customer service skills including ability to follow up to ensure closure of issues.
Possesses ability to read and comprehend written technical information in the form of technical manuals, parts books, and relevant publications.
The technical aspect of this position requires following pre-established guidelines, using limited judgment. Judgment is used to analyze and determine the problem on the equipment (troubleshooting). It is also used in determining the need for routine servicing or parts to be installed.
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; 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 service call center via telephone and wireless to receive and provide instructions concerning service requests.
Routinely requires direct contact with parts department to receive parts ordered. Also, routinely requires direct contact with the Field Technology Service Manager to review work, receive direction and discuss customers' concerns and problems.
Requires daily external contact with customers (typically office / IT 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.
Frequent stooping, bending, squatting and kneeling are required to service equipment at floor level.
Tool cases and assorted service-related tools weighing up to 50 pounds must be carried to a variety of machine locations. Often these locations are upstairs.
In the case of technicians assigned a walking territory, extensive foot travel is necessary.
A fairly 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.
The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, skills, efforts or working conditions associated with a job.
Same Posting Description for Internal and External CandidatesAbout UsCome 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 team 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. 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.
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