Field Representative II, First Responder Print

Overview:

Responsible for the daily support, service, repair, and availability of RICOH-managed devices within a designated geographic area. This role includes responding to customer service requests, technical support, and training, with a strong focus on customer satisfaction. Responsibilities also include device setup, preventative maintenance, and support for RICOH and third-party devices (e.g., thermal printers, lockers, robots).

Job Duties and Responsibilities Ensure service level agreements (SLAs) between RICOH and customers are met. Respond promptly and professionally to customer support requests. Maintain accurate asset lists and device locations using fleet tools and databases. Replenish and replace consumables and supplies at assigned locations. Monitor and respond to device service and supply alerts to maintain uptime. Support fleet optimization by identifying under/over-utilized or frequently serviced devices. Provide training to end users and team members on equipment use and features. Perform full servicing and repair, including diagnostics, installations, component replacements, and retrofits. Document service calls using RICOH OFSC and customer systems. Minimize field service dispatches by utilizing support resources; escalate as needed. Communicate problem resolution status to customers. Provide remote access support and document troubleshooting steps. Assist with hot swap tasks and coordinate device remapping with users. Report network, application, and workstation issues through proper channels. Perform basic and advanced installations, including IP setup and driver downloads. Adhere to IMACD processes and manage task statuses effectively. Move desktop printers only with proper approval. Maintain adequate inventory of supplies and manage PAR levels. Monitor and return unused/excess RICOH-owned supplies. Manage on-site hardware and hot swap inventory. Document and report fleet meter reads. Complete technical training on new equipment. Support inventory and implementation efforts. Complete administrative tasks accurately and on time. Maintain a professional appearance and positive demeanor. Perform other duties as assigned. Qualifications

Education & Experience:

High school diploma or equivalent (additional education preferred). IT Help Desk support experience (application and hardware) preferred. HP certifications preferred. Completion of Ricoh Learning Institute coursework within assigned timeframe. Knowledge, Skills, and Abilities Excellent customer service and communication skills. Strong interpersonal and verbal communication abilities. Effective follow-up and issue resolution skills. Good project management and task prioritization. Strong technical knowledge of networked and site-specific printers. Familiarity with RICOH products and electro-mechanical devices. Ability to read and comprehend technical manuals and documentation. Methodical problem-solving approach. Ability to follow pre-established guidelines and use judgment in troubleshooting. Working Conditions and Physical Demands Office environment with standard lighting, ventilation, and noise levels. Internal and external contact with departments, customers, vendors, etc. Work assignments are varied and may require developing new solutions. Physical effort includes walking, standing, bending, and lifting up to 50 lbs. High dexterity required for using hand tools and working on small components.

This job description outlines the general nature and level of work expected. It is not an exhaustive list of all responsibilities, skills, or working conditions.