Field Representative II, MS Onsite Technical Support

Ricoh Americas Holdings•Lenexa, KS

4d•Onsite

About The Position

The Field Representative II provides onsite technical and operational support for high-end equipment, including equipment rated segment 5 or higher. Depending on business needs and site configuration, the role may perform press or copier operations, bindery and fulfillment work, quality control, final checks, pickup and delivery, facility maintenance, mailroom duties, copy and mail center services, conference room and audiovisual management, convenience copier fleet management, and other support services. This allocated position exists only when business needs warrant it and requires Regional Director approval. It reports directly to Managed Services Site Leadership, depending on site personnel configuration. The position supports customer satisfaction and service quality by preparing, inspecting, compiling, and assembling projects accurately and on time; operating and calibrating equipment; transferring files electronically; troubleshooting hardware and software; performing repairs and servicing; and maintaining equipment, inventories, reporting tools, and an organized work area. The role requires adherence to Ricoh Service Excellence performance requirements, facility productivity standards, company attendance standards, and professional appearance standards. Technical training on new equipment is completed as assigned.

Requirements

High school diploma or equivalent.
At least 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.
Ability to interpret, comprehend, and apply complex material, data, and instructions, and to prepare, provide, and convey diversified information.
Ability to meet company attendance standards and work required overtime.
Ability to perform some physical effort, including walking, standing, bending, reaching, and lifting or carrying objects weighing up to 50 pounds.
Moderate dexterity and regular application of basic skills, including calculator and keyboard use, hand tools, and eye-hand coordination.

Nice To Haves

5 years of related experience is preferred.

Responsibilities

Follow Ricoh Service Excellence performance requirements.
Perform assigned copy and mail center services, conference room and AV management, convenience copier fleet management, and other support services.
Prepare, inspect, compile, and assemble projects accurately and in a timely manner.
Meet deadlines while maintaining a quick, steady pace and quality, error-free work.
Meet facility standards for time productivity and maintain required reporting tools.
Calibrate equipment to match originals in color and quality.
Transfer files electronically from the network to color equipment.
Operate duplication equipment to produce error-free work.
Maximize print performance by simultaneously performing at least two functions on print equipment when workflow permits.
Troubleshoot hardware and software issues with equipment.
Maintain machine performance by addressing simple problems such as clearing jams, refilling toner, and replacing machine oil; use machine codes to report equipment failures.
Maintain a professional appearance and a clean, organized work area.
Maintain and order equipment-parts inventories in accordance with company guidelines and processes.
Report to work punctually, work scheduled hours, and work required overtime.
Organize jobs by validating job names and numbers, reviewing Job Request Form instructions, and organizing supplies.
Perform servicing and repairs, including diagnostics, installation, removal, and retrofits on a core set of highly complex office products.
Demonstrate digital competencies associated with assigned products and level assignments.
Troubleshoot and repair equipment or replace components as necessary.
Complete technical training on new equipment as assigned.
Perform other duties as assigned.