Senior Field Representative, Field Services Support

Ricoh Careers-posted 14 days ago
Full-time • Mid Level
Los Angeles, CA
5,001-10,000 employees
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Services and repairs a variety of office equipment at customer locations, usually within a specific geographic area. May be viewed as specialist on certain products. Additional responsibilities may include Team Lead/Coordinator role. Position requires 1 (one) Industry Certification.

  • Specializes in the servicing and repair of a core set of highly complex office products.
  • Manages territory, inventory, and customer relationships.
  • As a specialist, provides 2nd level technical support to other technicians.
  • Achieves expected productivity levels associated with assigned workload and level of experience.
  • Actively drives revenue generating opportunities through supply leads, contract sales, network support contract leads, equipment and print assessment leads.
  • Able to work under minimal supervision
  • Performs a full range of servicing and repair service procedures including diagnostics, installation, removal and retrofits on a core set of highly complex office products.
  • Demonstrates required digital competencies associated with assigned products and level assignment.
  • Performs troubleshooting and repairs or replaces equipment components as necessary on B&W, color and multifunctional devices.
  • Completes technical training on new equipment as assigned.
  • Conducts OJT for new and experienced technicians as required.
  • Conducts technical seminars as required.
  • Serves as a role model and exhibits professional appearance and behavior at all times, under the most difficult situations.
  • A positive influence/champion within the team/organization.
  • Proactively seeks ways to improve things.
  • Assumes responsibilities of Field Technology Service Manager as required.
  • Effectively executes all required territory management and call handling procedures.
  • Works closely with sales partners to maximize equipment leads and upgrade opportunities.
  • Maintains and manages own parts inventory with a high degree of accuracy.
  • Adheres to territory back-up plans.
  • Completes all required administrative tasks in an accurate and timely manner.
  • Complies with all company policies.
  • Effectively handles the most difficult customer situations.
  • Acts as a communication link on unresolved technical problems/issues.
  • Interacts with external customers for the purpose of determining service needs on equipment and ensuring overall high level of customer satisfaction with the service performed.
  • Maintains productive, professional relationship with all company personnel.
  • Responsible for maintaining a "car stock" inventory.
  • Performs other duties as assigned.
  • Requires high level technical skills typically gained through completion of technical school and 3+ years of related experience including a minimum of 2 years as a Technology Service Consultant I.
  • Requires 1 Industry Certification and sustained (at least 2 years) of meets or exceeds performance level.
  • Requires a valid state driver's license and minimum level of auto insurance coverage per Ricoh policy for positions entailing extensive use of personal car while on company business.
  • Requires an excellent working knowledge of electro-mechanical devices and electronics.
  • Requires expert knowledge of assigned equipment.
  • Skilled methodical approach to resolving problems.
  • Possesses strong interpersonal and verbal communications skills.
  • Excellent customer service skills including ability to follow up to ensure closure of issues.
  • Skilled ability to read and comprehend written technical information in the form of technical manuals, parts books, and relevant publications.
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