Print Support Specialist

Location: Armonk

Job Description

Field Representative I - Services Onsite Technician
POSITION 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.

This role responds to service requests and device alerts, performs technical support and customer training, and focuses heavily on providing excellent customer service.

Responsibilities include device setup and installation, preventive maintenance, and routine service of RICOH and third-party equipment. Supported device types include printers, multifunction devices, and other assets included in RICOH's Service Advantage program (thermal print, lockers, robots, etc.).

Technicians document all service calls and requests using RICOH OFSC and customer systems (when applicable) and work to ensure service level agreements are met.
Job Duties and Responsibilities

• Responsible for daily monitoring of device service and supply alerts; responds to and resolves service requests to meet SLAs.
• Performs full range of servicing and repair procedures, including troubleshooting, diagnostics, installation, component replacement, device "hot swap," removal, and retrofits.
• Utilizes remote support resources to resolve service issues and minimize dispatches.
• Escalates issues to Level 2 and technician support resources when needed.
• Performs basic and advanced installations, sets IP addresses, downloads printer drivers, and provides customer training.
• Documents all service call activity using OFSC and other applications when applicable.
• Replenishes and replaces consumables and supplies at assigned locations.
• Manages parts, supplies, and asset inventories accurately.
• Monitors and returns unused or excess RICOH-owned supplies based on PAR levels.
• Adheres to IMACD processes and communicates task statuses promptly.
• Demonstrates technical expertise and strong customer service skills.
• Achieves expected productivity based on workload and experience level.
• Proactively communicates service status and problem resolution to customers.
• Provides updates-including fleet status and performance-to Service Delivery Fleet Manager(s).
• Adheres to all RICOH and customer safety and security protocols.
• Performs meter reads or captures at required intervals for accurate billing.
• May travel between customer buildings and locations within a defined geographic area.
• Manages device inventory and spares, ensuring records and mapping are up to date.
• Completes technical training on new equipment as assigned.
• Supports equipment training, inventory activities, and implementation efforts.
• Completes all administrative tasks accurately and on time.
• Maintains a professional appearance and positive demeanor.
• Performs other duties as assigned.

QUALIFICATIONS (Education, Experience, Certifications)
Typically requires:

• High School Diploma (or equivalent); additional education preferred.
• Valid state driver's license and minimum auto insurance coverage per company policy (extensive use of personal vehicle required).
• Coursework and/or experience with computers, electronics, or mechanics preferred.
• IT Help Desk Support experience (application & hardware support) preferred.

Knowledge, Skills, and Abilities

• Working knowledge of electro-mechanical devices, electrical circuitry, electronics, and digital competency.
• Methodical approach to problem-solving.
• Strong interpersonal and verbal communication skills.
• Excellent customer service skills with follow-through on issue resolution.
• Ability to read and comprehend technical manuals, parts books, and related materials.
• Ability to follow pre-established technical guidelines and use judgment for troubleshooting, servicing, and parts replacement decisions.

Working Conditions, Mental and Physical Demands

• Typically performed in an office environment with normal lighting, ventilation, and noise levels.
• Extensive daily automobile travel between customer locations; some territories may require extensive walking.
• Exposure to conditions that may result in minor cuts/burns and frequent exposure to chemical solvents/cleaners.
• May require shift work, overtime, stand-by, or on-call rotation.
• Daily internal contact with the service call center for instructions and updates.
• Regular interactions with the parts department and Field Technology Service Manager.
• Frequent external contact with customers (office/IT managers, operators) to diagnose and resolve equipment issues.
• May encounter stress related to high service call volumes or dissatisfied customers.
• Physical effort required to move equipment weighing up to 400 lbs (on wheels).
• Frequent stooping, bending, squatting, and kneeling to service floor-level equipment.
• Must carry tool cases and equipment weighing up to 50 lbs, often up stairs.
• High dexterity required for use of varied hand tools and fine motor work on small components.

The above statements describe the general nature and level of work performed. They are not intended to be an exhaustive list of all responsibilities,…