Field Representative II, First Responder Print

Ricoh Americas Holdings • Apex, NC

6d • Onsite

About The Position

In this dynamic role, you will serve as the first point of contact for ensuring the seamless operation and support of Ricoh-managed devices across a designated geographic area. You will engage directly with customers, respond promptly to their needs, and provide technical assistance with professionalism and expertise, delivering an exceptional customer experience. Ricoh simplifies global print operations, enabling our customers to deliver world-class products and services with confidence. Our team is committed to resolving issues swiftly and escalating globally when needed. With over 600 devices across 58 countries at this customer, we treat every printer as if it were our own, driven by a relentless focus on customer obsession in every interaction. For this customer, you will be working on-site directly with the customer as the site leader. You will be focused on maintaining the equipment at that location while also supporting the customer globally as part of a larger team.

Requirements

• High School Diploma or equivalent.
• Experience in IT Help Desk Support, preferably involving both application and hardware support.
• Technical training and certifications, with preference given to candidates holding HP certifications and/or completion of Ricoh Learning Institute coursework.
• Strong customer service and communication skills.
• Ability to troubleshoot technical issues and work independently in a field-based environment.

Nice To Haves

• Additional education beyond a high school diploma.
• Experience managing hardware inventory, including procurement, maintenance, and tracking of on-site parts and consumables.
• Proven ability to support and optimize print device fleets in a customer-facing environment.

Responsibilities

• Proactively support and maintain service level agreements (SLAs) between customers and Ricoh by ensuring timely and effective resolution of service requests.
• Maintain accurate inventory records for managed devices using printer fleet management tools and databases to track assets and locations.
• Perform routine maintenance, replenish consumables, and respond quickly to service alerts to maximize device uptime and SLA compliance.
• Identify opportunities to optimize fleet performance and provide user training to enhance device utilization and efficiency.
• Execute a full range of service and repair activities, including troubleshooting, diagnosing, and resolving hardware and software issues.
• Partner with internal support teams to minimize service dispatches and escalate complex issues when necessary to ensure timely resolution.

Benefits

• If you're passionate about technology, customer service, and problem-solving, this is an excellent opportunity to make a meaningful impact in the world of print technology.
• Join a dynamic team dedicated to innovation, continuous improvement, and delivering exceptional service to customers every day.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED