Field Representative I, Onsite Technician

Ricoh Americas Holdings•Lexington, KY

3d•Onsite

About The Position

This entry-level technician role is responsible for servicing and repairing a variety of company products. The Associate Field Service Technician performs setup, tagging, installation, preventive maintenance, and routine service on small printers, entry-level equipment, and facsimile devices at customer locations, typically within a designated geographic territory.

Requirements

High school diploma or equivalent required.
Coursework or experience in computers, electronics, mechanics, or related technical fields preferred.
Valid state driver's license required.
Must maintain minimum automobile insurance coverage as required by company policy.
Position requires extensive use of a personal vehicle for company business.
Basic knowledge of: Electro-mechanical devices, Electrical circuitry, Electronics, Digital technologies.
Strong problem-solving and troubleshooting skills.
Excellent interpersonal and verbal communication skills.
Strong customer service orientation with the ability to follow through and resolve issues.
Ability to read and understand technical manuals, parts catalogs, and related documentation.
Ability to follow established procedures while exercising sound judgment when diagnosing equipment issues and determining servicing or replacement needs.

Responsibilities

Achieve expected productivity levels based on assigned workload and experience level.
Manage assigned territory, inventory, and customer relationships.
Demonstrate strong technical aptitude and customer service skills.
Identify and drive revenue-generating opportunities through: Supply leads, Service contract opportunities, Network support contract leads, Equipment upgrade opportunities, Print assessment leads.
Perform diagnostics, installation, removal, retrofits, maintenance, and repair of assigned equipment.
Complete basic network-connected installations, including: Setting IP addresses, Downloading printer drivers, Providing customer training on standalone and network printing devices.
Troubleshoot equipment issues and repair or replace components as needed.
Demonstrate required digital competencies associated with assigned products and service level.
Complete technical training on new equipment as assigned.
Execute all territory management and call-handling procedures effectively.
Partner with sales teams to maximize equipment leads and upgrade opportunities.
Maintain accurate management of parts inventory.
Follow established territory backup plans.
Complete administrative tasks accurately and on time.
Adhere to all company policies and procedures.
Interact with customers to assess service needs and ensure a high level of satisfaction.
Maintain a professional appearance and demeanor at all times.
Build and maintain productive working relationships with customers and colleagues.
Demonstrate a positive attitude and contribute as a team member.
Maintain assigned vehicle ("car stock") inventory.
Perform additional duties as assigned.