Field Representative I, 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 3 rd 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.

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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 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 parts, supply, and asset inventories.

- Monitors and returns unused and excess RICOH-owned supplies as PAR levels dictate.

- Adheres to IMACD processes, supporting functional tasks and communicating statuses in a timely manner.

- Demonstrates technical expertise and strong customer relationship skills.

- Achieves expected productivity levels associated with assigned workload and experience level.

- Proactively communicates the status of problem resolution to customers.

- Provides regular updates, including fleet status and performance, to Service Delivery Fleet Manager(s).

- Adheres to all RICOH and customer safety and security measures.

- Performs meter reads or meter captures at appropriate intervals for accurate billing.

- May travel between customer buildings and locations within a specified geographic area.

- Manages device inventory and spares by ensuring all records and required mapping are up to date.

- Completes technical training on new equipment as assigned.

- Supports equipment training.

- Supports inventory and implementation efforts.

- Completes all required administrative tasks accurately and in a 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); additional education preferred.

- Valid state driver's license and minimum auto insurance coverage per company policy, as the position requires extensive use of a personal vehicle for company business.

- Coursework and experience involving computers, electronics, mechanics, or related fields preferred.

- IT Help Desk Support experience (application and hardware support) preferred.

Knowledge, Skills, and Abilities

- Working knowledge of electro-mechanical devices, electrical circuitry, electronics, and varying levels of digital competency.

- Possesses a methodical approach to problem-solving.

- Strong interpersonal and verbal communication skills.

- Excellent customer service skills, including the ability to follow up and ensure issue resolution.

- Ability to read and comprehend technical manuals, parts books, and related publications.

- Ability to analyze equipment issues and determine appropriate troubleshooting, servicing, and parts replacement needs while following established procedures.

Working Conditions, Mental and Physical Demands

- Typically works in an office environment with adequate lighting, ventilation, and normal temperature and noise levels.

- Extensive daily travel between customer locations is usually required, often in varying weather conditions.

- Regular exposure to conditions that may result in minor cuts and burns, as well as frequent exposure to chemical solvents and cleaners.

- Shift work, overtime, standby, and/or on-call responsibilities may be required.

- Daily communication with the Service Call Center via telephone and wireless devices to receive and provide instructions regarding service requests.

- Regular interaction with the Parts Department to obtain ordered parts.

- Routine communication with the Field Technology Service Manager to review work, receive direction, and discuss customer concerns.

- Daily customer interaction, typically with office managers, IT managers, and machine operators, to investigate and resolve equipment issues.

- Customer-related issues are generally resolved using established procedures and prior experience.

- Work may involve periodic stress due to increased service call volume and occasional interactions with dissatisfied customers.

- Physical effort is required to move wheeled equipment weighing up to 400 pounds.

- Frequent stooping, bending, squatting, and kneeling are required to service equipment at floor level.

- Tool cases and service-related tools weighing up to 50 pounds must be carried to various machine locations, including upstairs areas.

- Technicians assigned to walking territories may be required to travel extensively on foot.

- High manual dexterity is required for the regular use of hand tools, including screwdrivers, pliers, wrenches, and electronic testing equipment, with emphasis on fine motor skills for servicing 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.