Field Representative II, First Responder Print

Ricoh • Apex, NC

7d • Onsite

About The Position

The Field Representative II serves as the first point of contact for the operation and support of Ricoh-managed devices across a designated geographic area. The role works directly with customers, responds to service needs, and provides technical assistance to deliver a strong customer experience.

For this customer, the representative works on-site as the site leader, maintaining equipment at the location and supporting the customer globally as part of a larger team. The position focuses on resolving device issues, maintaining service levels, and optimizing print fleet performance.

Requirements

• High school diploma or equivalent.
• Experience in IT Help Desk Support, preferably involving both application and hardware support.
• Technical training and certifications; preference is given to candidates with HP certifications and/or 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

• 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 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 improve device utilization and efficiency.
• Perform 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.

Benefits

• Medical, dental, life, and disability insurance options.
• Retirement Savings Plan (401K).
• Health Savings Account (HSA).
• Flexible Spending Account (FSA).
• Team member tuition assistance programs.
• Paid vacation time.
• Paid holidays.
• Additional benefits supporting health, wellness, and personal and professional development.

What This Job Offers

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