Field Services Support Representative

Ricoh Americas Holdings•Exton, NJ

About The Position

This position is designed as an entry level technician position to service and repair a variety of company products. Provides installation, preventative maintenance, connectivity/networking adjacencies and routine service on small printer, low end segment devices at customer locations usually within a specific geographic area.

Requirements

Requires high school diploma. Completed classes and experience involving computers, electronics, mechanics, basic network and basic connectivity and printing software application is desired.
Requires a valid state driver's license and minimum level of auto insurance coverage per company policy as position entails extensive use of personal car while on company business.
Requires some working knowledge of electro-mechanical devices, electrical circuitry, electronics and elementary levels of networking competency.
Utilizes available tools and resources to demonstrate logical troubleshooting approach to resolving problems.
Possesses strong interpersonal and verbal, written, as well as phone etiquette communications skills.
Possesses excellent customer service skills including ability to follow up to ensure closure of issues.
Possesses ability to read and comprehend written technical information in the form of technical manuals, parts books and relevant publications.
Can follow pre-established guidelines, analyze and manage equipment issues to resolve equipment requirements for repair, routine maintenance and installation.
Proficient with mobile technology and associated operating systems.

Responsibilities

Achieves expected productivity levels associated with assigned workload and level of experience.
Takes responsibility for territory, inventory and customer relationships and escalates appropriate issues in a timely manner.
Demonstrates good technical and customer relation skills.
Invoices for services outside of contractual obligations.
Performs a full range of servicing and repair service procedures including diagnostics, installation, removal and retrofits on assigned equipment.
Performs Basic Connected installations, sets up IP addresses, downloads printer drivers and provides customer training on printing standalone and network devices including scanning and @remote type technologies.
Performs effective troubleshooting and repairs or replaces equipment components as necessary.
Demonstrates required digital competencies associated with assigned products and level assignment.
Completes technical training on new technologies as assigned.
Effectively executes all required territory management and call handling procedures.
Works closely with sales partners to maximize leads and upgrade opportunities.
Maintains and manages parts inventories with a high degree of accuracy.
Assist with calls in support of other calls on vacation/training.
Completes all required administrative tasks in an accurate and timely manner.
Complies with all company policies.
Interacts with external customers for the purpose of determining service needs ensuring overall high level of customer satisfaction.
Exhibits professional appearance and professional demeanor at all times.
Maintains productive, professional relationship with all company personnel, contributing to the overall success of the team.
Responsible for maintaining a "car stock" inventory.
Performs other duties as assigned.