Copier Field Service Technician

Ricoh Americas Holdings•Lawrenceville, GA

About The Position

POSITION PROFILE This position provides entry-level technical support and consultative services for a wide variety of office imaging products and services. The role requires a blend of mechanical aptitude and basic networking skills to work independently at client sites. Responsibilities include the installation, maintenance, and repair of equipment, as well as developing solutions to improve client workflow and machine utilization.

Requirements

High school diploma or equivalent required.
Requires a valid state driver's license and a clean driving record.
Must maintain minimum auto insurance coverage per company policy for extensive use of a personal vehicle.
Ability to meet requirements in the Technology Services Training & Certification Program.
Goal-oriented and committed to ongoing technical training.
Basic use of Microsoft Office, mobile technology, and diagnostic software.
Strong interpersonal and verbal skills to resolve conflicts and handle dissatisfied customers professionally.
Advanced multi-tasking skills with the ability to overcome technical and logistical obstacles.
Extensive daily travel between customer locations (car or foot) in various weather conditions; occasional overnight travel required.
Must be able to move objects on wheels up to 400 lbs and lift/carry objects up to 50 lbs.
Frequent stooping, bending, squatting, and kneeling required to service equipment at floor level or on ladders.
May require shift work, overtime, stand-by, and/or on-call rotations.
Work involves periodic stress related to deadlines, performance metrics, and high service call volumes.

Nice To Haves

Previous experience or coursework in electronics, mechanics, basic networking, or computer connectivity is highly desired.

Responsibilities

Performs configuration, installation, troubleshooting, and maintenance on a wide variety of copier and printing products.
Resolves Tier 1 technical issues and identifies repetitive problems for escalation or strategic resolution.
Assembles, adjusts, and maintains equipment according to technical specifications and relevant documentation.
Proactively identifies opportunities for increased utilization of equipment, supplies, and services to build client volume.
Anticipates and manages customer needs by promoting support functions and service offerings.
Conducts basic customer training on equipment operations and workflow optimization.
Maintains professional relationships with all customers and internal personnel to ensure team success.
Manages individual daily schedule to meet response time objectives and repair deadlines.
Executes all call handling procedures using field management systems to track time and activity.
Maintains accurate "car stock" or on-site customer inventory levels as assigned.
Completes all administrative tasks, including service logs, expense reports, and performance metrics, in a timely manner.
Complies with all company policies and assists team members with administrative accuracy.