Field Service Technician

Ricoh • Muncie, IN

21d • Onsite

About The Position

Services and repairs a variety of office equipment at customer locations, usually within a specific geographic area. Specializes in a core set of highly complex office products and may provide second-level technical support to other technicians. The role requires one industry certification and may include team lead or coordinator responsibilities. The technician manages a territory, inventory, and customer relationships, works under minimal supervision, and supports revenue-generating opportunities. The position involves extensive travel between customer locations, frequent customer contact, and the physical demands of installing and servicing office equipment.

Requirements

• Technical school completion and at least 3 years of related experience, typically including at least 2 years as a Technology Service Consultant I.
• One industry certification.
• At least 2 years of sustained meets-or-exceeds performance.
• Valid state driver's license and minimum auto insurance coverage required by Ricoh policy for roles involving extensive use of a personal car on company business.
• Excellent working knowledge of electro-mechanical devices and electronics, and expert knowledge of assigned equipment.
• Methodical problem-solving skills and strong interpersonal and verbal communication skills.
• Excellent customer service and follow-up skills.
• Ability to read and understand technical manuals, parts books, and other relevant written technical information.
• Ability to travel extensively between customer locations, including in varied weather conditions, and to perform the described equipment-handling and service tasks.

Responsibilities

• Perform diagnostics, installation, removal, retrofits, servicing, and repairs on a core set of highly complex office products.
• Troubleshoot and repair or replace components on black-and-white, color, and multifunctional devices.
• Provide second-level technical support to other technicians.
• Complete technical training on new equipment as assigned.
• Conduct on-the-job training for new and experienced technicians and conduct technical seminars as required.
• Manage territory, service calls, parts inventory, and car-stock inventory; follow territory backup plans and complete administrative tasks accurately and on time.
• Work with sales partners to identify equipment leads and upgrade opportunities, and drive revenue opportunities through supply, contract sales, network support contract, equipment, and print assessment leads.
• Assume the responsibilities of the Field Technology Service Manager as required.
• Handle difficult customer situations, communicate unresolved technical issues, determine customer service needs, and ensure customer satisfaction.
• Maintain professional relationships with company personnel and comply with company policies.
• Achieve expected productivity levels and work under minimal supervision.
• Perform other duties as assigned.

Benefits

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

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed