Field Service Technician

Ricoh • Cherry Hill, NJ

5d • $54,800 - $72,650

About The Position

The Field Service Technician provides advanced technical support independently, including strategic analysis, troubleshooting, consultative support, service, maintenance, repair, and solution development 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. Prior copier experience is preferred.

The role provides advanced configuration, installation, troubleshooting, networking, maintenance, and training services; advises on complex and recurring technical problems; and may lead technical problem-solving efforts and instruct others on processes. The technician manages their workload and customer relationships, completes assigned service and administrative procedures, maintains required inventory and records, and meets productivity, response-time, quality, and cost-control expectations. Extensive daily travel between customer locations is usually required, and occasional overnight travel may be necessary.

Requirements

• High school diploma.
• Valid state driver's license and minimum auto insurance coverage per Ricoh policy for positions involving extensive use of a personal car for 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.
• Ability to identify problems and opportunities and develop solutions.
• Organizational, interpersonal, and verbal communication skills.
• Ability to avoid and resolve conflict effectively and maintain professionalism in difficult circumstances, including overcoming 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, travel in varied weather, and occasional outdoor work.
• Able to move wheeled objects weighing up to 400 pounds and lift and carry objects weighing up to 50 pounds.
• Able to frequently stoop, bend, squat, and kneel, and service equipment at floor level, on racks, or above shoulder height using a ladder.
• Dexterity for regular use of calculators, keyboards, and hand tools, and eye-hand coordination.
• Shift work, overtime, standby, and/or on-call work may be required.

Nice To Haves

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

Responsibilities

• Configure, install, troubleshoot, network, maintain, and train customers on a wide variety of products and services.
• Provide consultative and strategic support, resolving high-end product issues and recurring problems.
• Lead technical or other problem-sharing efforts, explain processes, and demonstrate leadership in complex situations.
• Seek 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 and anticipate and manage customer needs.
• Manage personal time and schedule, and assist others in coordinating schedules for multiple solutions.
• Maintain productive, professional relationships with customers and Ricoh personnel and contribute to team success.
• Follow 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, productivity, and cost-control expectations.
• Follow company policies and complete administrative tasks, logs, processes, and reports accurately and on time.
• Record time and activity in the appropriate tracking system.
• Maintain car stock or customer on-site inventory as assigned or necessary.
• Participate in Ricoh Extra Value program opportunities and bill accordingly.
• Perform other duties as assigned.

Benefits

• A broad selection of medical, dental, life, and disability insurance options.
• Retirement Savings Plan (401K), Health Savings Account (HSA), and Flexible Spending Account (FSA).
• Team member tuition assistance programs.
• Paid vacation time and paid holidays annually.
• Additional benefits supporting health, wellness, and personal and professional development.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED