Field Service Technician

Ricoh Americas Holdings•Exton, OH

About The Position

The Field Service Technician works independently as a product and services solutions specialist, providing technical support, repair, installation, training, and related services for assigned business support products and offerings. The role may also include new-business activities and other support functions as assigned. The position requires managing customer relationships and workload, completing administrative and service-call processes, and helping improve equipment use and work methods. The technician may travel extensively between customer locations, work at customer sites or outdoors, and occasionally travel overnight. Shift work, overtime, standby, and on-call work may be required.

Requirements

High school diploma.
Valid state driver's license and 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.
Proficient use of Microsoft Office applications, computers, mobile technology, and associated applications or systems.
Ability to handle highly confidential information efficiently.
Required multitasking, prioritization, organizational, interpersonal, and verbal communication skills.
Ability to identify problems and opportunities and develop solutions.
Goal-oriented, self-motivated, committed to ongoing self-development and the development of others, and oriented toward process improvement.
Ability to travel extensively by automobile between customer locations; some assignments may involve extensive walking in a limited urban area and travel in varied weather, including outdoor work.
Ability to move wheeled objects up to 400 pounds and lift and carry objects up to 50 pounds.
Ability to frequently stoop, bend, squat, and kneel to service equipment at floor level, on racks, or above shoulder height using a ladder.
Dexterity for regular use of a calculator, keyboard, hand tools, and eye-hand coordination.
Availability for shift work, overtime, standby, and/or on-call work as required.

Nice To Haves

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

Responsibilities

Configure, install, troubleshoot, network, maintain, and provide training for assigned products and services.
Repair products, train customers, observe equipment and workflows, solve problems, and share solutions that improve methods.
Seek opportunities to increase utilization of Ricoh equipment, supplies, and services.
Assemble, adjust, and maintain products and equipment in accordance with specifications and relevant documentation or instructions.
Serve as a resource to others when specialized solutions expertise is needed, and work independently across assigned products and environments.
Maintain productive, professional relationships with customers and Ricoh personnel; understand and promote Ricoh support functions and offerings and anticipate and manage customer needs.
Manage personal time and schedule and assist with solutions scheduling and support.
Follow workload-management and call-handling procedures and provide customer training, equipment and workflow observation, and presentations of improved methods.
Comply with company policies and complete administrative tasks, logs, processes, and reports accurately and on time.
Record time and activity using the proper tracking system.
Maintain assigned vehicle stock and/or customer-site inventory as necessary.
Meet productivity expectations associated with the assigned workload and experience level.
Participate in Ricoh Extra Value program opportunities as defined and bill accordingly.
Perform other duties as assigned.