Field Specialist, Field Services Support
About The Position
Services and repairs a variety of office equipment at customer locations, usually within a specific geographic area. The role specializes in a core set of highly complex office products and may include team lead or coordinator responsibilities. It requires one industry certification and the ability to work under minimal supervision. The Field Specialist performs diagnostics, installation, removal, retrofits, troubleshooting, and repairs on assigned equipment, including black-and-white, color, and multifunctional devices. The role provides second-level technical support and training to technicians, manages territory operations and parts inventory, supports sales opportunities, and handles complex customer issues. The position involves extensive travel between customer locations and regular physical work servicing and installing equipment.
Requirements
- High-level technical skills, typically gained through completion of technical school and at least 3 years of related experience, including at least 2 years as a Technology Service Consultant I.
- One industry certification.
- At least 2 years of sustained meets-or-exceeds performance.
- Valid state driver's license and the minimum auto insurance coverage required by Ricoh policy for roles involving extensive use of a personal car 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 relevant written technical information.
- Ability to travel extensively, including by automobile or on foot, and work in varied weather conditions.
- Ability to move wheeled objects weighing up to 400 pounds and lift and carry objects weighing up to 50 pounds.
- Ability to walk, stand, bend, reach, lift, stoop, squat, and kneel frequently.
- Ability to carry tool cases and service tools weighing 25 to 50 pounds, sometimes up stairs.
- Dexterity and fine-motor skills for regular use of hand tools and work on small electronic and mechanical components.
Responsibilities
- Specialize in servicing and repairing a core set of highly complex office products.
- Manage territory, inventory, and customer relationships.
- Provide second-level technical support to other technicians.
- Meet expected productivity levels for assigned workload and experience level.
- Identify revenue-generating opportunities through supply leads, contract sales, network support contract leads, and equipment and print assessments.
- Perform diagnostics, installation, removal, retrofits, troubleshooting, and repairs on assigned equipment and replace components as needed.
- Complete technical training on new equipment as assigned.
- Conduct on-the-job training for new and experienced technicians and technical seminars as required.
- Serve as a professional role model and proactively seek improvements.
- Assume Field Technology Service Manager responsibilities as required.
- Execute territory management and call-handling procedures and adhere to territory backup plans.
- Work with sales partners to maximize equipment leads and upgrade opportunities.
- Maintain accurate parts and car-stock inventories.
- 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 ensure a high level of satisfaction with service performed.
- Maintain productive professional relationships with company personnel.
- Perform other duties as assigned.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
