Field Representative , Services Onsite Technician

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.

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.

• 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

• 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

• 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…