Field Service Technician

Ricoh Americas Holdings•Bellevue, HI

14d

About The Position

The Field Service Technician (Field Specialist, Field Services Support) services and repairs a variety of office equipment at customer locations, typically within a designated geographic area. The role specializes in a core set of highly complex office products, provides advanced technical support and training to other technicians, and may take on a Team Lead/Coordinator role. The position requires one industry certification and involves managing a territory, inventory, and customer relationships while identifying revenue-generating opportunities. The technician performs diagnostics, installations, removals, retrofits, troubleshooting, and repairs on assigned equipment, including black-and-white, color, and multifunctional devices. The role requires working with minimal supervision, completing training on new equipment, maintaining accurate parts and car-stock inventories, following territory procedures, and completing administrative tasks. Daily work includes extensive travel to customer locations, frequent customer contact, and collaboration with dispatch, parts, field management, and sales partners. Shift work, overtime, standby, and/or on-call work may be required.

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 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 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 manuals, parts books, and other written technical information.
Ability to move wheeled objects weighing up to 400 pounds and lift and carry objects weighing up to 50 pounds.
Dexterity and fine-motor skills to use 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 replacement.
Provide second-level technical support to other technicians.
Conduct on-the-job training for new and experienced technicians and technical seminars as required.
Complete technical training on new equipment as assigned.
Manage territory responsibilities, call handling procedures, parts inventory, and car-stock inventory.
Work with sales partners to identify equipment leads, upgrades, and other revenue-generating opportunities.
Follow territory backup plans and complete administrative tasks accurately and promptly.
Handle difficult customer situations, communicate about unresolved technical problems, and work to ensure customer satisfaction.
Maintain professional relationships with customers and company personnel and model professional behavior.
Assume Field Technology Service Manager responsibilities as required.
Perform other duties as assigned.