Field Representative I, Services Onsite Technician

Ricoh Careers•Orange, CA

About The Position

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.

Requirements

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.
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 to analyze and determine the problem on the equipment (troubleshooting). It is also used in determining the need for routine servicing or parts to be installed.

Nice To Haves

IT Help Desk Support experience (application & hardware support) preferred

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 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