Field Representative I, Services Onsite Technician

Ricoh Careers•Pittsburgh, PA

33d•Onsite

About The Position

This position is designed as an entry level technician position to service and repair a variety of company products. The Associate Field Service Technician is capable of handling set-up tagging, installation, preventative maintenance and routine service on small printer, low end segment, and facsimile devices at customer locations usually within a specific geographic area.

Requirements

High School Diploma (or equivalent); additional education preferred
Valid state driver’s license and minimum level of auto insurance coverage per company policy (position entails extensive use of personal car while on company business)
Completed classes and experience involving computers, electronics, mechanics, etc. preferred
IT Help Desk Support experience (application & hardware support) preferred
Working knowledge of electro-mechanical devices, electrical circuitry, electronics, and varying levels of digital competency
Methodical approach to resolving problems
Strong interpersonal and verbal communication skills
Excellent customer service skills, including ability to follow up to ensure closure of issues
Ability to read and comprehend written technical information (technical manuals, parts books, and relevant publications)
Technical aspects of this position require following pre-established guidelines and using limited judgment for troubleshooting and determining routine servicing or parts installation

Nice To Haves

additional education
Completed classes and experience involving computers, electronics, mechanics, etc.
IT Help Desk Support experience (application & hardware support)

Responsibilities

Achieves expected productivity levels associated with assigned workload and level of experience.
Manages territory, inventory and customer relationships.
Demonstrates good technical and customer relation skills.
Actively drives revenue generating opportunities through supply leads, contract sales, network support contract leads, equipment and print assessment leads.
Demonstrates technical expertise
Performs a full range of servicing and repair service procedures including diagnostics, installation, removal and retrofits on assigned equipment.
Performs Basic Connected installations, sets up IP addresses, downloads printer drivers and provides customer training on printing standalone and network devices,
Performs troubleshooting and repairs or replaces equipment components as necessary.
Demonstrates required digital competencies associated with assigned products and level assignment.
Completes technical training on new equipment as assigned.
Effectively executes all required territory management and call handling procedures.
Works closely with sales partners to maximize equipment leads and upgrade opportunities.
Maintains and manages own parts inventory with a high degree of accuracy.
Adheres to territory back-up plans.
Completes all required administrative tasks in an accurate and timely manner.
Complies with all company policies.
Interacts with external customers for the purpose of determining service needs on equipment and ensuring overall high level of customer satisfaction with the service performed.
Exhibits professional appearance and demeanor at all times.
Maintains productive, professional relationship with all company personnel.
Maintains a positive demeanor and is a contributing team member.
Responsible for maintaining a car stock inventory.
Performs other duties as assigned.