Field Representative II, Print Support SCA

Ricoh•Roanoke, VA

5d•$19 - $21•Onsite

About The Position

Responsible for the daily support of site-specific network and workstation printers. Responds to customer requests for technical support and training, with a strong focus on customer service. Documents all service calls and requests using TRAC Solution and escalates serious problems to a Customer Service Technician and, as necessary, to the Integrated Account Manager. Works to ensure that service level agreements between the customer and RICOH are achieved. Additional responsibilities may include the procurement of printer hardware and management of an on-site parts and consumables inventory.

Requirements

High School Diploma or equivalent; additional education preferred.
IT Help Desk Support experience, including application and hardware support.
Technical training and certifications, including HP certifications.
Excellent customer service skills.
Good project management skills with the ability to effectively prioritize tasks.
Strong technical knowledge of network and site-specific printers.
Strong knowledge of company products and related solutions.

Responsibilities

Provide daily support for network and workstation printers.
Respond to customer support requests and ensure issues are resolved quickly, accurately, and professionally.
Escalate technical problems to a technician as necessary.
Keep customers informed of the progress and status of problem resolution.
Provide end users with detailed remote-access support and document complete troubleshooting information.
Provide regular account updates, including fleet status and performance information, to the Printer Fleet Manager or Integrated Account Manager.
Manage on-site hardware and consumables inventory.
Coordinate printer procurement as required by the customer.
Manage printer hot-swap inventory.
Document and report all fleet meter reads.
Maintain printer fleet tools and databases.