Field Representative I, Services Onsite Technician
About The Position
The Field Representative I, Services Onsite Technician provides daily support, service, repair, and availability for RICOH-managed devices within a specified geographic area. The role responds to service requests and device alerts, provides technical support and training, and focuses on customer service. It includes setting up and installing devices, performing preventative maintenance and routine service, and supporting RICOH and third-party equipment, including printers, multifunction devices, and other assets in RICOH's Service Advantage program. The technician documents service activity, works to meet customer service level agreements, and follows RICOH and customer safety and security requirements.
Responsibilities
- Monitor device service and supply alerts, respond to and resolve service requests, and maintain device availability in line with service level agreements.
- Perform servicing and repairs, including troubleshooting, diagnostics, installation, component replacement, device hot swaps, removal, and retrofits.
- Use remote support resources to resolve issues and minimize dispatches; escalate issues to Level 2 and technician resource support when needed.
- Perform installations, configure IP addresses, download printer drivers, and train customers on supported devices.
- Document service calls and requests using RICOH OFSC and other applicable systems.
- Replenish and replace device consumables and supplies at assigned locations.
- Manage parts, supplies, and asset inventories accurately, including unused and excess RICOH-owned supplies and device spares.
- Follow IMACD processes, complete functional tasks, and communicate statuses in a timely manner.
- Communicate problem-resolution status proactively to customers and provide fleet status and performance updates to Service Delivery Fleet Managers.
- Follow RICOH and customer safety and security measures.
- Perform meter reads or captures at appropriate intervals for accurate billing.
- Travel between customer buildings and locations within the assigned geographic area as needed.
- Keep device inventory records and required mapping up to date.
- Complete technical training on new equipment and support equipment training.
- Support inventory and implementation efforts.
- Complete required administrative tasks accurately and on time.
- Maintain a professional appearance and positive demeanor.
- Meet expected productivity levels for assigned workload and experience level.
- Perform other duties as assigned.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
