Senior Field Service Technician

Ricoh•San Bernardino, CA

13d•$20 - $26

About The Position

The Senior Field Service Technician services and repairs a range of office equipment at customer locations, typically within an assigned geographic territory, and may specialize in particular products or take on a team lead or coordinator role. The position requires one industry certification and advanced technical expertise with a core set of highly complex office products. The technician performs diagnostics, installation, removal, retrofits, troubleshooting, and repairs on black-and-white, color, and multifunctional devices. The role also provides second-level technical support and training to other technicians, manages territory operations and parts inventory, supports sales opportunities, and handles complex customer situations. Work is largely customer-facing and involves extensive travel between customer locations. Shift work, overtime, standby, and/or on-call work may be required. Ricoh offers a range of insurance and financial well-being options, tuition assistance, paid vacation and holidays, and other health, wellness, and professional development benefits.

Requirements

Typically, completion of technical school and at least 3 years of related experience, including a minimum of 2 years as a Technology Service Consultant I.
One industry certification and at least 2 years of meeting or exceeding performance expectations.
Valid state driver's license and the minimum auto insurance coverage required by Ricoh policy for positions involving extensive use of a personal car on company business.
Excellent working knowledge of electro-mechanical devices and electronics.
Expert knowledge of assigned equipment.
A methodical approach to problem solving.
Strong interpersonal and verbal communication skills.
Excellent customer service skills, including following 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 between customer locations, including 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 while installing and servicing equipment.
Ability to carry tool cases and service tools weighing 25 to 50 pounds, sometimes upstairs.
High dexterity and fine-motor skills for using hand tools and working on small electronic and mechanical components.

Responsibilities

Service and repair a core set of highly complex office products, including diagnostics, installation, removal, retrofits, troubleshooting, and component replacement.
Provide second-level technical support to other technicians.
Manage assigned territory, inventory, customer relationships, call handling, and territory backup plans.
Meet productivity expectations for assigned workload and experience level.
Identify revenue opportunities involving supplies, contracts, network support, equipment, and print assessments.
Complete assigned technical training on new equipment.
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 when required.
Work with sales partners to maximize equipment leads and upgrade opportunities.
Maintain parts and car-stock inventories accurately.
Complete administrative tasks accurately and on time, and comply with company policies.
Handle difficult customer situations and communicate about unresolved technical problems.
Determine customer equipment service needs and ensure a high level of satisfaction with work performed.
Maintain productive, professional relationships with company personnel.
Perform other duties as assigned.