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.
Responds to service requests and device alerts, as well as provides technical support and training with a focus on customer service.
Capable of device setup and installation, preventative maintenance, and routine service of assigned RICOH and 3rd party manufacturer devices.
Serviceable device types include printers and multifunction devices, as well as other assets supported as part of RICOH's Service Advantage program (thermal print, lockers, robots, etc.).
Documents all service calls and requests using RICOH OFSC and customer-provided systems (when applicable).
Works to ensure that the service level agreements between the customer and RICOH are achieved.
Job Duties and Responsibilities
- Responsible for the daily monitoring of device service and supply alerts, responding to and resolving service requests so device availability meets service level agreements.
- Performs a full range of servicing and repair procedures including troubleshooting, diagnostics, installation, component replacement, device "hot swap," removal, and retrofits on assigned equipment.
- Utilizes remote support resources to resolve service issues and minimize dispatch.
- Escalates issues to Level 2 and technician resource support as necessary.
- Performs basic and advanced installations, sets up IP addresses, downloads printer drivers, and provides customer training on supported devices.
- Documents all service call and request activity using OFSC and other applications when applicable.
- Replenishes and replaces consumables and supplies for devices at assigned locations.
- Responsible for the accurate management and maintenance of parts, supply, and asset inventories.
- Monitors and returns unused and excess RICOH-owned supplies as PAR levels dictate.
- Adheres to IMACD process, supporting functional tasks and communicating statuses in a timely manner.
- Demonstrates technical expertise and good customer relation skills.
- Achieves expected productivity levels associated with assigned workload and level of experience.
- Proactively communicates to the customer the status of problem resolution.
- Provides regular updates, including fleet status and performance, to the Service Delivery Fleet Manager(s).
- Adheres to all RICOH and customer safety and security measures.
- Performs meter reads or meter captures at appropriate intervals for accurate billing.
- May travel between customer buildings and locations within a specified geographic area.
- Manages device inventory and spares by assuring all records and required mapping are up to date.
- Completes technical training on new equipment as assigned.
- Supports equipment training.
- Supports inventory and implementation efforts.
- Completes all required administrative tasks in an accurate and timely manner.
- Exhibits a professional appearance and positive demeanor.
- Performs other duties as assigned.
QUALIFICATIONS (Education, Experience, and Certifications)
Typically requires:
- High School Diploma (or equivalent), with additional education preferred.
- Valid state driver's license and minimum level of auto insurance coverage per company policy, as the position entails extensive use of a personal vehicle while conducting company business.
- Completed coursework and experience involving computers, electronics, mechanics, etc., is desired.
- IT Help Desk Support experience (application and hardware support) preferred.
KNOWLEDGE, SKILLS, AND ABILITIES
- Requires some working knowledge of electromechanical devices, electrical circuitry, electronics, and varying levels of digital competency.
- Possesses a methodical approach to resolving problems.
- Possesses strong interpersonal and verbal communication skills.
- Possesses excellent customer service skills, including the ability to follow up to ensure closure of issues.
- Possesses the 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 and using limited judgment. Judgment is used to analyze and determine equipment problems (troubleshooting). It is also used in determining the need for routine servicing or parts replacement.
WORKING CONDITIONS, MENTAL AND PHYSICAL DEMANDS
- Typically works in an office environment with adequate lighting and ventilation, and a 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. Travel may occur in a wide variety of weather conditions.
- Working conditions regularly expose individuals to conditions that could result in minor cuts and burns, as well as frequent exposure to chemical solvents and cleaners.
- Shift work, overtime, standby, and/or on-call work may be required.
- Requires daily internal contact with the service call center via telephone and wireless communication to receive and provide instructions concerning service requests.
- Routinely requires direct contact with the parts department to receive ordered parts. Also requires direct contact with the Field Technology Service Manager to review work, receive direction, and discuss customer concerns and problems.
- Requires daily external contact with customers (typically office/IT managers and machine operators) to investigate and resolve equipment problems.
- The customer relations aspects of the job tend to be somewhat more diversified; however, most problems are resolved using past precedent.
- Work involves periodic stress related to increased volumes of service calls and occasional contact with dissatisfied customers.
- Physical effort is required to move wheeled objects weighing up to 400 pounds.
- Frequent stooping, bending, squatting, and kneeling are required to service equipment at floor level.
- Tool cases and assorted service-related tools weighing up to 50 pounds must be carried to a variety of machine locations. Often these locations are upstairs.
- For technicians assigned a walking territory, extensive foot travel is necessary.
- A fairly high level of dexterity is required in the regular use of a variety of hand tools, including but not limited to screwdrivers, pliers, wrenches, and 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 individuals assigned to this job. They are not intended to be an exhaustive list of all responsibilities, skills, efforts, or working conditions associated with the position.
