Field Representative II, First Responder Print

Ricoh Americas Holdings • Carmel, IN

12d

About The Position

In this dynamic role, you'll be the first point of contact for ensuring the seamless operation and support of RICOH managed devices across a designated geographic area. Every day presents an opportunity to engage with customers, promptly respond to their needs, and deliver technical assistance with warmth and expertise, prioritizing an exceptional customer service experience.

Requirements

• High School Diploma (or equivalent) with a passion for technical support and customer service excellence.
• Prior experience in IT Help Desk Support, preferably with exposure to both application and hardware support.
• Technical training & certifications, with a preference for HP Certifications and completion of Ricoh Learning Institute Courseware.

Nice To Haves

• Additional education beyond high school diploma, further enhancing technical expertise and customer service skills.
• Demonstrated proficiency in managing hardware inventory, including procurement and maintenance of on-site parts/consumables.

Responsibilities

• Engage proactively to uphold service level agreements (SLAs) between customers and RICOH, ensuring prompt and effective resolution of support requests.
• Maintain an accurate inventory of managed devices, utilizing advanced printer fleet tools and databases to track assets and their locations.
• Conduct routine maintenance, replenish consumables, and swiftly address service alerts to uphold device availability as per SLAs.
• Perform continuous optimization efforts, identifying opportunities for fleet improvement and providing comprehensive training on device utilization.
• Execute a full spectrum of servicing and repairs, leveraging technical expertise to troubleshoot, diagnose, and resolve issues promptly.
• Collaborate closely with internal support resources, minimizing service dispatches and escalating complex issues as needed to ensure swift resolution.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees