Field Service Technician
About The Position
Services and repairs a variety of office equipment at customer locations, usually within a specific geographic area. The role specializes in servicing and repairing a core set of highly complex office products and may include a Team Lead/Coordinator role. It requires one industry certification and the ability to work under minimal supervision. The position performs diagnostics, installation, removal, retrofits, troubleshooting, and repairs on assigned equipment, including black-and-white, color, and multifunctional devices. It also provides second-level technical support and training to other technicians, manages territory and parts inventory, supports sales opportunities, and maintains customer relationships and satisfaction. The role typically requires advanced technical skills, an industry certification, a valid state driver's license, and extensive travel between customer locations. Work may involve shift work, overtime, standby, or on-call duties, as well as physical handling of equipment and tools.
Requirements
- High-level technical skills typically gained through completion of technical school and at least 3 years of related experience, including at least 2 years as a Technology Service Consultant I.
- One industry certification and at least 2 years of meeting or exceeding performance expectations.
- Valid state driver's license and the minimum auto insurance coverage required by Ricoh policy for positions involving extensive use of a personal car for 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 travel extensively between customer locations, including 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 walk, stand, bend, reach, lift, stoop, squat, and kneel frequently, and carry tool cases and service tools weighing 25 to 50 pounds, sometimes up stairs.
- Dexterity to use hand tools and electronic testing equipment and perform fine-motor work on small components.
Responsibilities
- Service and repair a core set of highly complex office products, including diagnostics, installation, removal, retrofits, troubleshooting, and component repair or replacement.
- Provide second-level technical support to other technicians and complete assigned technical training on new equipment.
- Conduct on-the-job training for new and experienced technicians and technical seminars as required.
- Manage territory, service-call handling, parts inventory, car-stock inventory, and territory backup plans.
- Work with sales partners to identify equipment leads, upgrades, and other revenue-generating opportunities.
- Complete administrative tasks accurately and on time and comply with company policies.
- Handle difficult customer situations, communicate about unresolved technical issues, determine service needs, and maintain customer satisfaction.
- Maintain productive and professional relationships with company personnel and customers.
- Assume Field Technology Service Manager responsibilities as required.
- Perform other duties as assigned.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
