Managed Print Services Technician, Part-Time

Ricoh•Albuquerque, NM

7d•$20 - $21•Onsite

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. This role responds to service requests and device alerts, provides technical support and training with a focus on customer service, and is capable of device setup and installation, preventative maintenance, and routine service of assigned RICOH and 3rd party manufacturer devices. Serviceable device types include printers and multifunction devices, as well as other assets supported as part of RICOH's Service Advantage program (thermal print, lockers, robots, etc.). The technician documents all service calls and requests using RICOH OFSC and customer-provided systems (when applicable) and 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.
Valid state driver's license and minimum level of auto insurance coverage per company policy, as the position entails extensive use of a personal vehicle while conducting company business.
Completed coursework and experience involving computers, electronics, mechanics, etc., is desired.
IT Help Desk Support experience (application and hardware support) preferred.
Some working knowledge of electromechanical 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 the ability to follow up to ensure closure of issues.
Ability to read and comprehend written technical information in the form of technical manuals, parts books, and relevant publications.
Following pre-established guidelines and using limited judgment to analyze and determine equipment problems (troubleshooting).
Judgment used in determining the need for routine servicing or parts replacement.

Nice To Haves

Additional education beyond High School Diploma.
Completed coursework and experience involving computers, electronics, mechanics, etc.

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 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).
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 assuring 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 in an accurate and timely manner.
Exhibits a professional appearance and positive demeanor.
Performs other duties as assigned.