Senior Field Service Technician

Ricoh Americas Holdings•Tempe, CA

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 a Team Lead/Coordinator role. It requires one Industry Certification and may involve providing second-level technical support, training, and specialist services to other technicians. The technician manages a territory, parts inventory, customer relationships, and service-call procedures, while working with sales partners to identify equipment leads and upgrade opportunities. The position performs diagnostics, installation, removal, retrofits, troubleshooting, and repairs on black-and-white, color, and multifunctional devices. It requires a high level of technical expertise, independent work, effective customer service, and completion of assigned technical training. The role may require assuming Field Technology Service Manager responsibilities. It typically involves extensive travel between customer locations by automobile or, in some territories, on foot, and work in a variety of weather conditions. Shift work, overtime, standby, and on-call work may be required.

Requirements

Technical school completion and at least 3 years of related experience are typically required.
At least 2 years of experience as a Technology Service Consultant I is typically required.
One Industry Certification is required.
At least 2 years of sustained meets-or-exceeds performance is required.
A valid state driver's license and minimum auto insurance coverage under Ricoh policy are required 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.
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 information in manuals, parts books, and relevant publications.
Ability to move wheeled objects weighing up to 400 pounds and lift and carry objects weighing up to 50 pounds.
Ability to travel extensively between customer locations, including by foot in an assigned walking territory and in a wide variety of weather conditions.
Ability to perform frequent walking, standing, bending, reaching, lifting, stooping, squatting, and kneeling.
Ability to carry tool cases and service tools weighing 25 to 50 pounds, sometimes upstairs.
Dexterity and fine-motor skills for regular use of hand tools and work on small electronic and mechanical components.
Availability for shift work, overtime, standby, and/or on-call work may be required.

Responsibilities

Service and repair a core set of highly complex office products, including diagnostics, installation, removal, retrofits, troubleshooting, and component repair or replacement.
Manage territory responsibilities, service calls, parts inventory, customer relationships, and required administrative tasks.
Provide second-level technical support to other technicians.
Meet productivity expectations for assigned workload and experience level.
Identify and pursue revenue opportunities through supply, contract sales, network support, equipment, and print assessment leads.
Complete technical training on new equipment as assigned.
Provide on-the-job training to new and experienced technicians and conduct technical seminars as required.
Serve as a professional role model and proactively seek ways to improve team and organizational practices.
Assume Field Technology Service Manager responsibilities as required.
Work with sales partners to maximize equipment leads and upgrade opportunities.
Follow territory backup plans and company policies.
Handle difficult customer situations and communicate about unresolved technical problems or issues.
Determine customers’ equipment service needs and help ensure their satisfaction with the service performed.
Maintain professional relationships with company personnel and customers.
Maintain a car-stock inventory.
Perform other duties as assigned.