Field Representative II, MS Onsite Technical Support

Ricoh Americas Holdings•Portland, OR

4d•Onsite

About The Position

This position is an allocated role that exists only when business needs warrant it and must be approved by the Regional Director. It reports directly to Managed Services Site Leadership, depending on site personnel configuration. The role is responsible for various functions including copy and mail center services, conference rooms and AV management, convenience copier fleet management, and various support services. The Field Representative II is expected to achieve customer satisfaction by accurately and promptly preparing, inspecting, compiling, and assembling projects, meeting deadlines with quality work, and achieving established Time Productive statistics. They must maintain required reporting tools, demonstrate the ability to calibrate equipment for color and quality matching, and transfer files electronically. The role requires producing error-free work by understanding the duplication equipment, maximizing print performance, and troubleshooting hardware and software issues. Maintaining optimal machine performance through simple corrections and reporting equipment failures is also key. A professional appearance and organized work area are expected, along with maintaining and ordering equipment parts according to company guidelines. The position requires meeting company attendance standards and organizing jobs by validating information and reading instructions. It involves performing a full range of servicing and repair procedures on complex office products, including diagnostics, installation, removal, and retrofits. The role also requires completing technical training on new equipment as assigned and performing other duties as necessary.

Requirements

Requires high school diploma or equivalent.
Requires minimum of 3 years of related experience.
Excellent customer service skills
Good organizational skills and ability to prioritize
Ability to use, calibrate and troubleshoot office and complex technical equipment

Nice To Haves

5 years of related experience is preferred.

Responsibilities

Follows Ricoh Service Excellence performance requirements.
Responsible for copy and mail center services, conference rooms and AV management, convenience copier fleet management, and various support services.
Achieves customer satisfaction by consistently preparing, inspecting, compiling, and assembling projects accurately in a timely manner.
Meets deadlines by working at a quick & steady pace while still maintaining quality/error-free work.
Achieves Time Productive statistics by meeting standards established by the facility.
Maintains all required reporting tools.
Demonstrates the ability to calibrate equipment by producing likeness in color and quality as required matching originals.
Demonstrates the ability to transfer files electronically by sending files from the network to color equipment.
Produces "error-free/perfect work" by demonstrating the operational knowledge of the use of the duplication equipment used in the location.
Maximizes print performance as workflow permits, by simultaneously performing a minimum of two functions on print equipment.
Troubleshoots all hardware and software issues with equipment.
Maintains optimal machine performance by correcting simple machine problems (clearing jams, refilling toner, replacing machine oil, etc.) and having a working knowledge of machine codes to report, in the event of equipment failure.
Presents professional appearance to clients by dressing in a professional attire according to company standards.
Presents a clean and organized working area.
Maintains and orders inventories of equipment parts in accordance with company guidelines and processes.
Meets company attendance standards by reporting to work punctually and working all scheduled hours and any required overtime.
Organizes a "job" by validating job name and number, reading instructions on the Job Request Form and organizing supplies.
Performs a full range of servicing and repair service procedures including diagnostics, installation, removal and retrofits on a core set of highly complex office products.
Demonstrates required digital competencies associated with assigned products and level assignments.
Performs troubleshooting and repairs or replaces equipment components as necessary.
Completes technical training on new equipment as assigned.
Performs other duties as assigned.