Field Service Technician

Ricoh Americas Holdings•Exton, IN

21d

About The Position

The Field Service Technician services and repairs a core set of highly complex office products at customer locations, generally within an assigned geographic territory. The role may involve acting as a product specialist and providing second-level technical support to other technicians. It requires one industry certification and may include team lead or coordinator responsibilities. The technician performs diagnostics, installation, removal, retrofits, troubleshooting, and repairs on black-and-white, color, and multifunctional equipment. The role also includes completing assigned technical training, conducting on-the-job training or technical seminars, managing territory procedures and parts inventory, supporting sales opportunities, and maintaining strong customer relationships. The technician works under minimal supervision and may assume Field Technology Service Manager responsibilities as needed. Work typically takes place in an office environment and involves extensive daily travel between customer locations, usually by automobile, though some territories may require extensive walking. The role includes regular customer and internal communication, possible shift work, overtime, standby, or on-call duties, and physical work involving tools and equipment.

Requirements

High-level technical skills, typically gained through completion of technical school and at least 3 years of related experience.
At least 2 years of experience as a Technology Service Consultant I.
One industry certification.
A sustained record of meeting or exceeding performance expectations for at least 2 years.
Valid state driver's license and minimum auto insurance coverage required by company policy for positions 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 comprehend technical information in manuals, parts books, and relevant publications.
Ability to travel extensively in varied weather conditions and, where applicable, travel extensively on foot.
Ability to move wheeled objects weighing up to 400 pounds and lift and carry objects weighing up to 50 pounds.
Ability to frequently walk, stand, bend, reach, lift, stoop, squat, and kneel.
Ability to carry tool cases and service tools weighing 25 to 50 pounds, sometimes upstairs.
Dexterity and fine-motor skills for regular use of hand tools and work on small electronic and mechanical 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.
Manage assigned territory, call handling procedures, territory backup plans, and parts inventory, including car stock.
Achieve expected productivity levels for the assigned workload and experience level.
Identify and pursue revenue-generating opportunities, including supply, contract sales, network support, equipment, and print assessment leads.
Complete technical training on new equipment as assigned and demonstrate required digital competencies.
Conduct on-the-job training for technicians and technical seminars as required.
Serve as a role model, maintain professional conduct, and proactively seek improvements.
Assume Field Technology Service Manager responsibilities as required.
Work with sales partners to maximize equipment leads and upgrade opportunities.
Complete administrative tasks accurately and on time, and comply with company policies.
Handle difficult customer situations and communicate unresolved technical problems or issues.
Determine customer equipment service needs and support customer satisfaction with the service performed.
Maintain productive professional relationships with company personnel and customers.
Perform other duties as assigned.