Field Service Technician

Ricoh•Hilo, HI

5h•$25 - $33

About The Position

The Field Service Technician services and repairs a variety of office equipment at customer locations, generally within a designated geographic territory. The role specializes in a core set of highly complex office products and may include Team Lead or Coordinator responsibilities. It provides advanced technical support and training to other technicians, manages territory and parts inventory, and contributes to customer satisfaction and revenue opportunities. The position requires one industry certification and may involve assuming Field Technology Service Manager responsibilities as needed. The role typically operates in an office environment and involves extensive daily travel by car between customer sites, or travel on foot in a limited urban territory. Work takes place in a range of weather conditions and may include exposure to chemical solvents and cleaners, as well as conditions that could cause minor cuts or burns. Shift work, overtime, standby, and on-call work may be required. The position entails regular contact with dispatch, parts staff, the Field Service Manager, and customers, and can involve periodic stress from high service-call volumes or dissatisfied customers. Physical work includes moving wheeled objects weighing up to 400 pounds, lifting and carrying up to 50 pounds, carrying tool cases and tools weighing 25 to 50 pounds, and frequent walking, standing, bending, reaching, lifting, stooping, squatting, and kneeling. Frequent use of hand tools and electronic testing equipment requires fine-motor dexterity. Ricoh describes itself as an integrated solutions provider that connects people and technology and supports digital workplaces. It emphasizes customer experience, innovation, and helping customers pursue a more sustainable future. Benefits include medical, dental, life, and disability insurance options; a 401(k) retirement savings plan; health savings and flexible spending accounts; tuition assistance; paid vacation and holidays; and other health, wellness, and personal and professional development benefits.

Requirements

High-level technical skills, typically gained through completion of technical school and at least 3 years of related experience, including a minimum of 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 vehicle on company business.
Excellent working knowledge of electro-mechanical devices and electronics.
Expert knowledge of assigned equipment.
Methodical problem-solving skills.
Strong interpersonal and verbal communication skills.
Excellent customer service skills, including follow-up to ensure issues are resolved.
Ability to read and understand technical information in manuals, parts books, and relevant publications.
Ability to move wheeled objects weighing up to 400 pounds and lift and carry objects weighing up to 50 pounds.
Ability to carry tool cases and service tools weighing 25 to 50 pounds, sometimes up stairs.
Dexterity and fine-motor skills for regular use of hand tools and work on small electronic and mechanical components.

Responsibilities

Specialize in servicing and repairing a core set of highly complex office products.
Manage territory, inventory, and customer relationships.
Provide second-level technical support to other technicians.
Meet expected productivity levels for assigned workload and experience level.
Pursue revenue opportunities through supply leads, contract sales, network support contract leads, and equipment and print assessment leads.
Work under minimal supervision.
Perform diagnostics, installation, removal, retrofits, troubleshooting, repairs, and component replacement on assigned products, including black-and-white, color, and multifunctional devices.
Demonstrate required digital competencies and complete technical training on new equipment as assigned.
Conduct on-the-job training for new and experienced technicians and technical seminars as required.
Serve as a professional role model and positive influence, and proactively seek improvements.
Assume Field Technology Service Manager responsibilities as required.
Execute territory management and call-handling procedures and follow territory backup plans.
Work with sales partners to maximize equipment leads and upgrade opportunities.
Maintain accurate parts and car-stock inventories.
Complete administrative tasks accurately and on time and comply with company policies.
Handle difficult customer situations and act as a communication link for unresolved technical problems.
Determine customer equipment service needs and support a high level of satisfaction with service performed.
Maintain productive and professional relationships with company personnel.
Perform other duties as assigned.