Field Representative II, Field Services Support

Ricoh Americas Holdings•Dallas, TX

About The Position

The Field Representative II services and repairs a variety of company products and systems at customer locations, usually within a specific geographic area. The role can handle a full workload in standalone and/or networked environments and is responsible for technical service, territory and inventory management, customer relationships, and identifying revenue-generating opportunities. The position performs diagnostics, installations, removals, retrofits, troubleshooting, and repairs on assigned equipment, including black-and-white, color, and multifunction devices. It also involves basic connected installations, configuring IP addresses, downloading printer drivers, and training customers on printing functions. The representative completes assigned technical training and demonstrates the digital competencies required for assigned products. The role requires frequent interaction with customers, sales partners, service personnel, the parts department, and the Field Technology Service Manager. Work typically takes place at customer locations and involves extensive travel by car, or by foot for a walking territory. Shift work, overtime, standby, and/or on-call work may be required. Physical duties include moving wheeled objects weighing up to 400 pounds, lifting and carrying objects weighing up to 50 pounds, and frequently stooping, bending, squatting, and kneeling. A high degree of dexterity is needed to use hand tools and work on small components.

Requirements

Journeyman-level technical knowledge, typically gained through completion of technical school and at least 2 years of related experience.
Valid state driver's license and the minimum auto insurance coverage required by company policy; extensive use of a personal car on company business is required.
Strong working knowledge of electro-mechanical devices, electrical circuitry, electronics, and varying levels of digital competency.
Methodical approach to problem resolution.
Strong interpersonal and verbal communication skills.
Customer service skills, including following up to ensure issues are resolved.
Ability to read and understand technical manuals, parts books, and other relevant written technical information.
Working knowledge of PCs and associated software applications.
Ability to use limited judgment within established guidelines to troubleshoot equipment and determine routine service or parts needs.
Ability to travel extensively by automobile between customer locations and, for walking territories, travel extensively by foot in varied weather conditions.
Ability to move wheeled objects weighing up to 400 pounds and lift and carry objects weighing up to 50 pounds.
Ability to frequently stoop, bend, squat, and kneel while servicing equipment at floor level.
Dexterity and fine-motor skills to use hand tools and work on small electronic and mechanical components.

Responsibilities

Achieve expected productivity levels for the assigned workload and experience level.
Manage the territory, inventory, and customer relationships.
Identify revenue-generating opportunities through supply leads, contract sales, network support contract leads, and equipment and print assessment leads.
Perform diagnostics, installations, removals, retrofits, troubleshooting, and repairs on assigned equipment.
Perform basic connected installations, set up IP addresses, download printer drivers, and train customers on printing functions.
Repair or replace components on black-and-white, color, and multifunctional devices as necessary.
Complete technical training on new equipment as assigned and demonstrate required digital competencies.
Execute territory management and call-handling procedures, including territory backup plans.
Work with sales partners to maximize equipment leads and upgrade opportunities.
Maintain and manage parts and car-stock inventories accurately.
Complete administrative tasks accurately and on time, and comply with company policies.
Determine customer service needs and work to ensure a high level of customer satisfaction.
Provide technical assistance to less experienced technicians.
Maintain a professional appearance and demeanor, productive relationships with company personnel, and contribute positively to the team.
Perform other duties as assigned.