Printer Support Field Technician
About The Position
Field Representative I, Services Onsite Technician Position Profile 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. Key responsibilities include: Responding to service requests and device alerts Providing technical support and training with a customer service focus Performing device setup, installation, preventative maintenance, and routine service Servicing printers, multi-functional devices, and other assets (e.g., thermal printers, lockers, robots) Documenting service calls using RICOH OFSC and customer systems Ensuring service level agreements (SLAs) are met
Requirements
- High School Diploma or equivalent (additional education preferred)
- Valid state driver’s license and auto insurance per company policy (extensive car use required)
- Basic knowledge of electro-mechanical devices, circuitry, electronics, and digital tools
- Methodical problem-solving approach
- Strong interpersonal and verbal communication skills
- Excellent customer service and follow-up abilities
- Ability to read and comprehend technical manuals and publications
- Ability to follow guidelines and use judgment for troubleshooting and servicing
Nice To Haves
- coursework and experience in computers, electronics, mechanics
- IT Help Desk Support experience (application & hardware)
Responsibilities
- Monitor device service and supply alerts; resolve service requests to meet SLAs
- Perform troubleshooting, diagnostics, installation, component replacement, and retrofits
- Use remote support tools to minimize dispatches
- Escalate issues to Level 2 or technician support when needed
- Conduct basic and advanced installations, IP setup, driver downloads, and customer training
- Document all service activity using OFSC and other systems
- Replenish and replace device consumables and supplies
- Manage parts, supply, and asset inventories accurately
- Return unused/excess RICOH supplies per PAR levels
- Follow IMACD processes and communicate task statuses
- Demonstrate technical expertise and strong customer relations
- Meet productivity expectations based on workload and experience
- Communicate proactively with customers regarding issue resolution
- Provide fleet status updates to Service Delivery managers
- Adhere to RICOH and customer safety/security protocols
- Perform meter reads for accurate billing
- Travel between customer locations within assigned territory
- Maintain up-to-date device inventory and mapping
- Complete training on new equipment
- Support equipment training and inventory implementation
- Complete administrative tasks accurately and on time
- Maintain professional appearance and demeanor
- Perform other duties as assigned
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
Number of Employees
5,001-10,000 employees
