Field Representative I, Services Onsite Technician

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.

This role responds to service requests, device alerts, technical support needs, and customer training requests with a strong focus on customer service. The technician is capable of device setup and installation, preventative maintenance, and routine servicing of assigned Ricoh and third-party manufacturer devices.

Supported devices include:

• Printers
• Multifunction Devices (MFDs)
• Thermal Printers
• Lockers
• Robotics and other assets supported through Ricoh's Service Advantage Program

The role is responsible for documenting all service calls and requests using Ricoh OFSC and customer-provided systems (when applicable) and ensuring service level agreements (SLAs) between Ricoh and the customer are consistently met.

Job Duties and Responsibilities

• Monitor device service and supply alerts daily and respond to service requests to ensure device availability meets established SLAs.
• Perform a full range of repair and service procedures, including:
  • Troubleshooting
  • Diagnostics
  • Installation
  • Component replacement
  • Device hot swaps
  • Equipment removals
  • Retrofits
• Utilize remote support resources to resolve service issues and reduce unnecessary dispatches.
• Escalate issues to Level 2 support and additional technical resources when necessary.
• Perform basic and advanced equipment installations.
• Configure IP addresses, install printer drivers, and provide customer training on supported devices.
• Document all service calls, requests, and activities using OFSC and other applicable systems.
• Replenish and replace consumables and supplies at assigned customer locations.
• Maintain accurate inventory records for parts, supplies, and customer assets.
• Monitor and return unused or excess Ricoh-owned supplies based on PAR-level requirements.
• Adhere to the IMACD process and communicate project and service statuses in a timely manner.
• Demonstrate strong technical expertise and customer relationship skills.
• Achieve productivity expectations consistent with workload assignments and experience level.
• Proactively communicate service status and issue resolution updates to customers.
• Provide fleet status and performance updates to Service Delivery Fleet Managers.
• Follow all Ricoh and customer safety and security requirements.
• Perform meter reads and meter captures at required intervals to support accurate billing.
• Travel between customer locations within a designated geographic territory as required.
• Manage device inventory and spare equipment while maintaining accurate asset records and mapping.
• Complete technical training on new equipment and technologies as assigned.
• Support equipment training initiatives.
• Assist with inventory management and implementation projects.
• Complete all required administrative tasks accurately and on time.
• Maintain a professional appearance and positive attitude.
• Perform other duties as assigned.

Qualifications (Education, Experience, and Certifications) Required

• High School Diploma or equivalent.
• Valid state driver's license.
• Minimum automobile insurance coverage in accordance with company policy.
• Ability to use a personal vehicle extensively for company business.

Preferred

• Additional technical education or certifications.
• Coursework or experience involving:
  • Computers
  • Electronics
  • Mechanical systems
• IT Help Desk experience, including hardware and application support.

Knowledge, Skills, and Abilities

• Working knowledge of:
  • Electro-mechanical devices
  • Electrical circuitry
  • Electronics
  • Digital technologies
• Methodical and analytical approach to problem-solving.
• Strong interpersonal and communication skills.
• Excellent customer service skills with a commitment to issue resolution and follow-up.
• Ability to read and interpret:
  • Technical manuals
  • Parts catalogs
  • Service documentation
  • Industry publications
• Ability to troubleshoot equipment issues and determine appropriate repairs or maintenance requirements.
• Capable of following established procedures while exercising sound judgment when diagnosing and resolving equipment problems.

Working Conditions, Mental and Physical Demands

• Typically works in customer office environments with normal lighting, ventilation, temperature, and noise conditions.
• Extensive daily travel between customer locations is generally required.
• May be assigned a walking territory within urban areas requiring significant travel by foot.
• Work is performed in a variety of weather conditions.
• Regular exposure to conditions that may result in minor cuts, burns, and contact with cleaning agents, solvents, and chemicals.
• Shift work, overtime, standby assignments, and on-call responsibilities may be required.
• Daily communication with Service Call Centers through phone and wireless devices to receive assignments and provide updates.
• Frequent interaction with:
  • Parts Department personnel
  • Field Technology Service Managers
  • Customer contacts, including office managers, IT managers, and end users
• May experience periods of increased stress due to high service-call volumes and interactions with dissatisfied customers.
• Must be able to move wheeled equipment weighing up to 400 pounds.
• Frequent physical activities include:
  • Stooping
  • Bending
  • Squatting
  • Kneeling
• Required to transport tool cases and equipment weighing up to 50 pounds, including to upper-floor locations.
• Positions assigned to walking territories require extensive walking throughout the workday.
• Requires a high degree of manual dexterity and fine motor skills to use:
  • Screwdrivers
  • Pliers
  • Wrenches
  • Electronic testing equipment
  • Other service-related tools

Disclaimer

The statements above are intended to describe the general nature and level of work performed by individuals assigned to this position. They are not intended to be an exhaustive list of all responsibilities, duties, skills, efforts, or working conditions associated with the role.