Field Service Technician

Ricoh Americas Holdings•Exton, NJ

About The Position

The Field Service Technician (Field Specialist I, Advanced CIP) provides advanced technical service, troubleshooting, maintenance, repair, installation, configuration, networking, and training for a wide range of company products. The primary focus is Ricoh black-and-white and color production copiers, printers, and related imaging systems in the South New Jersey and Philadelphia area. The role works independently on complex technical issues, provides consultative support, and may lead others in technical problem-solving and process instruction. Prior copier experience is preferred. The technician manages customer relationships and service schedules, delivers customer training and workflow observations, and presents solutions to improve methods and increase utilization of Ricoh equipment, supplies, and services. The position also requires accurate workload, time, inventory, and administrative management, while meeting response, repair, quality, productivity, and cost-control expectations. The work involves extensive daily travel between customer locations, sometimes by foot in urban areas and in varied weather. Occasional overnight travel, outdoor work, shift work, overtime, standby, and on-call work may be required. Physical activities include moving wheeled objects up to 400 pounds, lifting and carrying up to 50 pounds, and frequent stooping, bending, squatting, kneeling, and ladder use. The work may involve deadline-related stress and occasional contact with dissatisfied customers.

Requirements

High school diploma.
Valid state driver's license and the minimum auto insurance coverage required by Ricoh policy for positions involving extensive use of a personal vehicle on company business.
Meet the Technology Services Training Role Inventory and Certification Program requirements for the assigned role, as defined by the manager.
Goal-oriented, self-motivated, and committed to ongoing self-development and the development of others.
Able to handle highly confidential information effectively.
Advanced multitasking and prioritization skills.
Able to identify problems and opportunities and develop solutions.
Organizational, interpersonal, and verbal communication skills.
Able to avoid and resolve conflict effectively.
Professional conduct in difficult circumstances and ability to overcome technical, customer, and logistical obstacles.
Advanced use of Microsoft Office applications, computers, mobile technology, and associated applications or systems.
Able to travel extensively by automobile between customer locations; some assignments may require extensive walking in a limited urban area and travel in varied weather.
Able to move wheeled objects up to 400 pounds and lift and carry objects weighing up to 50 pounds.
Able to frequently stoop, bend, squat, kneel, and use a ladder to service equipment at floor level, on racks, or above shoulder height.
Manual dexterity for regular use of calculators, keyboards, hand tools, and eye-hand coordination.
Able to work shifts, overtime, standby, and/or on-call when required.

Nice To Haves

Prior copier experience.
Completed classes and experience involving computers, electronics, mechanics, basic networking, basic connectivity, and printing software applications.

Responsibilities

Configure, install, troubleshoot, network, maintain, and train customers on a wide variety of products and services.
Provide advanced consulting and strategic support, resolving high-end product issues and recurring problems.
Lead technical and other problem-sharing efforts; explain processes and demonstrate leadership in complex situations.
Identify opportunities to increase utilization of Ricoh equipment, supplies, and services.
Assemble, adjust, maintain, and share expertise on products and equipment operations according to specifications and documentation.
Promote Ricoh support functions and offerings, anticipate customer needs, and manage those needs across area levels.
Manage personal time and schedule, and assist others with scheduling and support across multiple solutions.
Maintain productive, professional relationships with customers and Ricoh personnel and contribute to team success.
Follow required workload management and call-handling procedures.
Provide customer training, observe equipment and workflows, and present solutions for improved methods.
Maintain a full workload and meet response-time, repair-time, quality, and cost-control objectives.
Comply with company policies and complete administrative duties, logs, processes, and reports accurately and on time.
Record time and activity using the proper tracking system.
Maintain assigned vehicle stock and/or customer on-site inventory as needed.
Achieve expected productivity levels and participate in Ricoh Extra Value program opportunities, billing accordingly.
Perform other duties as assigned.