Field Representative II, First Responder Print POSITION PROFILE
Responsible for the daily support, service, repair, and availability of Ricoh-managed devices within a specified geographic area.
Responds to customer requests, service requests, device alerts, technical support inquiries, and training needs with a focus on customer service. Capable of device setup and installation, preventive maintenance, and routine service of assigned Ricoh and third-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 printers, lockers, robots, etc.).
Responsibilities may include the procurement of printer hardware and the management of an on-site parts and consumables inventory.
Job Duties and Responsibilities
- Works to ensure that Service Level Agreements (SLAs) between the customer and Ricoh are achieved.
- Responds to customer support requests and ensures they are resolved quickly, accurately, and professionally.
- Maintains an accurate asset list and location of managed devices using available printer fleet tools and databases.
- Replenishes and replaces consumables and supplies for devices at assigned locations.
- Responsible for the daily monitoring of device service and supply alerts, responding to and resolving service requests so device availability meets service level agreements.
- Supports continuous fleet optimization efforts through identification of overutilized, underutilized, frequently serviced, and exception devices.
- Provides training on the use of Ricoh equipment and features.
- Provides team member training on the use of equipment and features and assists in mapping devices.
- Performs a full range of servicing and repair activities, including troubleshooting, diagnostics, installation, component replacement, device hot swaps, removals, and retrofits on assigned equipment.
- Documents all service calls and requests using Ricoh OFSC and customer systems (when applicable).
- Utilizes support resources to minimize field service dispatches and escalates issues to Level 2 support as necessary.
- Proactively communicates the status of problem resolution to customers.
- Provides end users with detailed remote-access knowledge and documents complete troubleshooting information.
- Assists in hot-swap tasks needed to ensure the user experience remains intact. Tasks may include providing and communicating jack numbers, IP addresses, and coordinating with end users to remap devices as necessary.
- Reports through established channels all network, application, and workstation issues supported by the customer.
- Performs basic and advanced installations, sets up IP addresses, downloads printer drivers, and provides customer training on supported devices.
- Adheres to the IMACD process by coordinating and supporting functional tasks, managing activities, and communicating status updates in a timely manner.
- Responsible for moving desktop printers to a new location only with approval through the SR process.
- Maintains an adequate supplies inventory level for devices and their volume requirements.
- Responsible for supply ordering and maintaining appropriate PAR (Periodic Automatic Replacement) levels.
- Monitors and returns unused and excess Ricoh-owned supplies as PAR levels dictate.
- Manages on-site hardware inventory.
- Manages printer procurement as required by the customer.
- Manages hot-swap inventory.
- Documents and reports all fleet meter reads.
- Completes technical training on new equipment as assigned.
- Supports inventory and implementation efforts.
- Completes all required administrative tasks accurately and in a 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); additional education preferred.
- IT Help Desk support experience (application and hardware support) preferred.
- Technical training and certifications; HP certifications preferred.
- Completion of Ricoh Learning Institute coursework within the specified timeframe as assigned or directed by management.
KNOWLEDGE, SKILLS, AND ABILITIES
- Excellent customer service skills.
- Strong interpersonal and verbal communication skills.
- Excellent customer service abilities, including following up to ensure issue resolution and communicating effectively.
- Good project management skills and the ability to prioritize tasks.
- Strong technical knowledge of network and site-specific printers.
- Strong technical knowledge of company products.
- Working knowledge of electromechanical devices, electrical circuitry, electronics, and varying levels of digital competency.
- Methodical approach to problem resolution.
- Ability to read and comprehend written technical information, including technical manuals, parts books, and relevant publications.
- Ability to follow pre-established guidelines and use limited judgment to troubleshoot equipment issues and determine 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 levels.
- Requires interaction within the department, with other corporate personnel, and externally with customers, agencies, vendors, and related parties.
- Work assignments are diversified. Examples of past precedent are used to resolve problems, though new alternatives may be developed as needed.
- Modest physical effort is required. Work may involve walking, standing, bending, reaching, lifting, or carrying objects weighing up to 50 pounds (e.g., paper, books, files, small parts, etc.).
- Requires a fairly high level of dexterity in the regular use of various hand tools, including but not limited to screwdrivers, pliers, wrenches, and electronic testing equipment. The role emphasizes 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 performed by individuals assigned to this position. They are not intended to be an exhaustive list of all responsibilities, skills, efforts, or working conditions associated with the job.
