Field Representative I, Services Onsite Technician

Ricoh Americas Holdings•Beaver, PA

27d•Onsite

About The Position

The Field Representative I, Services Onsite Technician provides daily support, service, repair, and availability for RICOH-managed devices within an assigned geographic area. The role responds to service requests and device alerts, provides technical support and training, and focuses on customer service. Responsibilities include setup and installation, preventive maintenance, and routine service of assigned RICOH and third-party equipment, including printers, multifunction devices, and other assets supported through RICOH’s Service Advantage program. The representative documents service activity in RICOH OFSC and, when applicable, customer systems, and works to meet customer service-level agreements. The position typically works in an office environment and requires extensive travel between customer locations, often in varying weather conditions. It involves frequent communication with customers, service and parts teams, and the Field Technology Service Manager. The work may include exposure to minor cuts and burns, chemical solvents and cleaners, and periods of stress related to service volume or dissatisfied customers. Physical requirements include moving wheeled equipment weighing up to 400 pounds, carrying tools weighing up to 50 pounds, frequent stooping, bending, squatting, and kneeling, and extensive walking in some territories. Shift work, overtime, standby, and on-call responsibilities may be required.

Requirements

High school diploma or equivalent.
Valid state driver's license and minimum auto insurance coverage under company policy; the position requires extensive use of a personal vehicle for company business.
Working knowledge of electro-mechanical devices, electrical circuitry, electronics, and varying levels of digital competency.
Methodical approach to problem-solving.
Strong interpersonal and verbal communication skills.
Strong customer service skills, including follow-up to ensure issues are resolved.
Ability to read and understand technical manuals, parts books, and related publications.
Ability to analyze equipment issues and determine appropriate troubleshooting, service, and parts-replacement needs while following established procedures.

Nice To Haves

Additional education beyond a high school diploma or equivalent.
Coursework and experience involving computers, electronics, mechanics, or related fields.
IT Help Desk Support experience, including application and hardware support.

Responsibilities

Monitor device service and supply alerts and resolve service requests to meet service-level agreements.
Troubleshoot, diagnose, install, repair, remove, retrofit, replace components, and perform device hot swaps on assigned equipment.
Use remote support resources to resolve issues and minimize dispatch; escalate issues to Level 2 or technician resources as needed.
Perform installations, configure IP addresses, download printer drivers, and train customers on supported devices.
Document service calls and requests using OFSC and other applicable systems.
Replenish and replace device consumables and supplies; manage parts, supply, and asset inventories.
Monitor and return unused or excess RICOH-owned supplies according to PAR levels.
Follow IMACD processes, perform associated tasks, and communicate status in a timely manner.
Communicate problem-resolution status 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.
Maintain accurate device inventory, spares, records, and required mapping.
Complete technical training on new equipment and support equipment training, inventory, and implementation efforts.
Complete administrative tasks accurately and on time.
Maintain a professional appearance and positive demeanor.
Perform other duties as assigned.