Print Support Specialist

Ricoh • Armonk, NY

1d • Onsite

About The Position

The Field Representative I, Services Onsite Technician is responsible for the
daily support, service, repair, and availability of RICOH‑managed devices within
a specified geographic area.

This role responds to service requests and device alerts, performs technical
support and customer training, and focuses heavily on providing excellent
customer service.

Responsibilities include device setup and installation, preventive maintenance,
and routine service of RICOH and third‑party equipment. Supported device types
include printers, multifunction devices, and other assets included in RICOH's
Service Advantage program (thermal print, lockers, robots, etc.).

Technicians document all service calls and requests using RICOH OFSC and
customer systems (when applicable) and work to ensure service level agreements
are met.

Requirements

• High School Diploma (or equivalent); additional education preferred.
• Valid state driver’s license and minimum auto insurance coverage per company policy (extensive use of personal vehicle required).
• Coursework and/or experience with computers, electronics, or mechanics preferred.
• IT Help Desk Support experience (application & hardware support) preferred.
• Working knowledge of electro‑mechanical devices, electrical circuitry, electronics, and digital competency.
• Methodical approach to problem‑solving.
• Strong interpersonal and verbal communication skills.
• Excellent customer service skills with follow‑through on issue resolution.
• Ability to read and comprehend technical manuals, parts books, and related materials.
• Ability to follow pre‑established technical guidelines and use judgment for troubleshooting, servicing, and parts replacement decisions.

Responsibilities

• Responsible for daily monitoring of device service and supply alerts; responds to and resolves service requests to meet SLAs.
• Performs full range of servicing and repair procedures, including troubleshooting, diagnostics, installation, component replacement, device “hot swap,” removal, and retrofits.
• Utilizes remote support resources to resolve service issues and minimize dispatches.
• Escalates issues to Level 2 and technician support resources when needed.
• Performs basic and advanced installations, sets IP addresses, downloads printer drivers, and provides customer training.
• Documents all service call activity using OFSC and other applications when applicable.
• Replenishes and replaces consumables and supplies at assigned locations.
• Manages parts, supplies, and asset inventories accurately.
• Monitors and returns unused or excess RICOH‑owned supplies based on PAR levels.
• Adheres to IMACD processes and communicates task statuses promptly.
• Demonstrates technical expertise and strong customer service skills.
• Achieves expected productivity based on workload and experience level.
• Proactively communicates service status and problem resolution to customers.
• Provides updates—including fleet status and performance—to Service Delivery Fleet Manager(s).
• Adheres to all RICOH and customer safety and security protocols.
• Performs meter reads or captures at required intervals for accurate billing.
• May travel between customer buildings and locations within a defined geographic area.
• Manages device inventory and spares, ensuring records and mapping are up to date.
• Completes technical training on new equipment as assigned.
• Supports equipment training, inventory activities, and implementation efforts.
• Completes all administrative tasks accurately and on time.
• Maintains a professional appearance and positive demeanor.
• Performs other duties as assigned.

Benefits

• Choose from a broad selection of medical, dental, life, and disability insurance options.
• Contribute to your financial security with Retirement Savings Plan (401K), Health Savings Account (HSA), and Flexible Spending Account (FSA) investments.
• Augment your education with team member tuition assistance programs.
• Enjoy paid vacation time and paid holidays annually
• Tap into many other benefits to enhance your health, wellness, and ongoing personal and professional development.

What This Job Offers

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