Field Representative II, Field Services Support

 

POSITION PROFILE

Services and repairs a variety of company products and systems at customer locations usually within a specific geographic area. A Technology Service Support Rep is capable of handling a full workload in a standalone and or networked environment.

Job Duties and Responsibilities

·         Achieves expected productivity levels associated with assigned workload and level of experience.

·         Manages territory, inventory, and customer relationships.

·         Demonstrates excellent technical and customer relation skills.

·         Actively drives revenue generating opportunities through supply leads, contract sales, network support contract leads, equipment and print assessment leads.

Afterhours service to customers so this will require working early at 6:00 am working late until 7:00 pm.  On Call may be required and will be paid as per Ricoh policy. 

Demonstrates technical expertise

·         Performs a full range of servicing and repair service procedures including diagnostics, installation, removal, and retrofits on assigned equipment.

·         Performs Basic Connected installations, sets up IP addresses, downloads printer drivers and provides customer training on printing functions.

·         Performs troubleshooting and repairs or replaces equipment components as necessary on B&W, color and multifunctional devices.

·         Demonstrates required digital competencies associated with assigned products and level assignment.

·         Completes technical training on new equipment as assigned.

Manages territory

·         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.

Customer Service

·         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.

·         Provides technical assistance to less experienced technicians.

·         Exhibits professional appearance and demeanor at all times.

·         Maintains productive, professional relationships with all company personnel.

·         Is a positive and contributing team member.

·         Responsible for maintaining a "car stock" inventory.

·         Performs other duties as assigned.
 

 

Qualifications (Education, Experience and Certifications)

Typically:

·         Requires journeyman level technical knowledge typically gained through completion of technical school and 2+ years of related experience.

·         Requires a valid state driver's license and minimum level of auto insurance coverage per company policy, as position entails extensive use of personal car while on company business.

KNOWLEDGE, Skills And Abilities

Typically:

·         Requires a strong working knowledge of electro-mechanical devices, electrical circuitry, electronics and varying levels of digital competency.

·         Possesses a methodical approach to resolving problems.

·         Possesses strong interpersonal and verbal communications skills.

·         Possesses excellent customer service skills including ability to follow up to ensure closure of issues.

·         Possesses ability to read and comprehend written technical information in the form of technical manuals, parts books and relevant publications.

·         The technical aspect of this position requires following pre-established guidelines, using limited judgment. Judgment is used to analyze and determine the particular problem on the equipment (troubleshooting). It is also used in determining the need for routine servicing or parts to be installed.

·         Possesses working knowledge of and application of PC's and associated software applications.

Working Conditions, MENTAL and PHYSICAL DEMANDS

·         Typically works in an office environment with adequate lighting and ventilation, and normal range of temperature and noise.

·         Extensive daily travel in an automobile between customer locations is usually required. Assignment of a "walking territory" within a limited urban area would require extensive travel by foot. It is necessary that all travel be done in a wide variety of weather conditions.

·         Working conditions regularly expose individuals to conditions that could result in minor cuts and burns; frequent exposure to chemical solvents and cleaners.

·         Shift work, overtime, stand-by and/or on-call may be required.

·         Requires daily internal contact with the service call center via telephone and wireless to receive and provide instructions concerning service requests.

·         Routinely requires direct contact with parts department to receive parts ordered. Also, routinely requires direct contact with the Field Technology Service Manager to review work, receive direction and discuss customers' concerns and problems.

·         Requires daily external contact with customers (typically office / IT managers and machine operators) for the purpose of investigating and resolving equipment problems.

·         The customer relations aspects of the job tend to be somewhat more diversified, however, most problems are resolved using past precedent.

·         Work has periodic stress related to an increased volume of service calls placed and occasional contact with dissatisfied customers.

·         Physical effort is required to move objects on wheels that may weigh up to 400 pounds and be able to lift and carry objects that weigh up to 50 pounds.

·         Frequent stooping, bending, squatting, and kneeling are required to service equipment at floor level.

·         In the case of technicians assigned a walking territory, extensive foot travel is necessary.

·         A high level of dexterity is required in the regular use of a variety of hand tools. These tools will include, but are not limited to, screwdrivers, pliers, wrenches, and some electronic testing equipment. There is an emphasis on fine-motor skills for work on small electronic and mechanical components.

 

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