Field Representative II, Field Services Support

Ricoh•Dallas, TX

About The Position

The Field Representative II, Field Services Support services and repairs a variety of company products and systems at customer locations, usually within a defined geographic area. The role can handle a full workload in standalone and/or networked environments. It manages assigned territory, inventory, and customer relationships while delivering technical support and seeking revenue-generating opportunities through supply, contract sales, network support, equipment, and print assessment leads. The representative performs diagnostics, installations, removals, retrofits, troubleshooting, and repairs on assigned equipment, including black-and-white, color, and multifunctional devices. Duties include basic connected installations, configuring IP addresses, downloading printer drivers, and training customers on printing functions. The position also requires completing assigned technical training and administrative work, maintaining accurate parts and car-stock inventories, following company policies and territory procedures, and providing technical assistance to less experienced technicians. The role involves regular customer contact to determine service needs and resolve equipment problems, along with coordination with sales partners, the service call center, the parts department, and the Field Technology Service Manager. Work is typically performed in an office environment and at customer locations, with extensive daily travel by automobile, or by foot in a walking territory. The position may require shift work, overtime, standby, and/or on-call availability. Physical demands include moving wheeled objects weighing up to 400 pounds, lifting and carrying up to 50 pounds, frequent bending and kneeling, and regular use of hand tools and electronic testing equipment. Ricoh describes itself as an integrated solutions provider focused on connecting people and technology, creating customer experiences, and enabling digital workplaces. It promotes a purpose-driven, team-oriented culture and a commitment to helping customers toward a more sustainable future. Benefits include medical, dental, life, and disability insurance options; retirement savings, HSA and FSA options; tuition assistance; paid vacation and holidays; and other health, wellness, and development benefits.

Requirements

Journeyman-level technical knowledge, typically gained through completion of technical school and at least 2 years of related experience.
Valid state driver's license and minimum auto insurance coverage required by company policy; the role entails extensive use of a personal car on company business.
Strong working knowledge of electromechanical devices, electrical circuitry, electronics, and varying levels of digital competency.
Methodical approach to problem resolution.
Strong interpersonal and verbal communication skills.
Excellent customer-service skills, including following up to ensure issues are resolved.
Ability to read and understand technical manuals, parts books, and other relevant written technical information.
Ability to follow established technical guidelines and use troubleshooting judgment to identify equipment problems and determine routine servicing or parts needs.
Working knowledge of PCs and associated software applications.
Ability to move wheeled objects weighing up to 400 pounds and lift and carry objects weighing up to 50 pounds.
Ability to perform frequent stooping, bending, squatting, and kneeling, and use hand tools and electronic testing equipment with fine-motor dexterity.

Responsibilities

Achieve expected productivity levels for the assigned workload and experience level.
Manage territory, inventory, and customer relationships.
Demonstrate technical and customer-relations skills and pursue revenue-generating opportunities through supply, contract sales, network support, equipment, and print assessment leads.
Perform servicing and repair procedures, including diagnostics, installation, removal, and retrofits on assigned equipment.
Perform basic connected installations, set up IP addresses, download printer drivers, and train customers on printing functions.
Troubleshoot and repair or replace components on black-and-white, color, and multifunctional devices.
Maintain digital competencies for assigned products and complete technical training on new equipment as assigned.
Execute territory management and call-handling procedures, coordinate with sales partners on equipment leads and upgrades, and follow territory backup plans.
Maintain accurate parts and car-stock inventories and complete administrative tasks accurately and on time.
Comply with company policies.
Determine customers’ service needs and support a high level of satisfaction with service performed.
Provide technical assistance to less experienced technicians.
Maintain a professional appearance and demeanor and productive relationships with company personnel; contribute positively to the team.
Perform other duties as assigned.