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Field Representative II – First Responder Print **Position Profile**

The Field Representative II is responsible for the daily support, service, repair, and availability of RICOH-managed devices within a designated geographic area. This role responds to customer requests, service alerts, and technical support needs, with a strong emphasis on customer service. Responsibilities include device setup, preventative maintenance, and routine service for RICOH and third-party devices, including printers, multifunctional devices, and other assets supported under RICOH’s Service Advantage program (e.g., thermal printers, lockers, robots).

This position may also involve procurement of printer hardware and management of on-site parts and consumables inventory.

Key Responsibilities

+ Ensure service level agreements (SLAs) between RICOH and customers are consistently met.

+ Respond promptly and professionally to customer support requests.

+ Maintain accurate asset records using printer fleet tools and databases.

+ Replenish and replace consumables and supplies at assigned locations.

+ Monitor and respond to device service and supply alerts to maintain availability.

+ Support fleet optimization by identifying under/over-utilized or frequently serviced devices.

+ Provide training to end users and team members on equipment usage and features.

+ Perform full range of servicing, including troubleshooting, diagnostics, installation, and component replacement.

+ Document all service activities using RICOH and customer systems.

+ Escalate unresolved issues to Level 2 support as needed.

+ Assist with hot swaps and coordinate device remapping with end users.

+ Report network, application, and workstation issues through established channels.

+ Perform installations, IP setup, driver downloads, and customer training.

+ Adhere to IMACD processes and manage related tasks and communications.

+ Manage on-site inventory, including supplies, hardware, and hot swap units.

+ Order supplies and maintain appropriate PAR (Periodic Automatic Replacement) levels.

+ Complete technical training and support inventory/implementation efforts.

+ Maintain professional appearance and demeanor.

+ Perform other duties as assigned.

Qualifications

+ High School Diploma or equivalent (additional education preferred).

+ IT Help Desk or hardware/application support experience preferred.

+ HP Certifications preferred.

+ Completion of Ricoh Learning Institute coursework within assigned timeframe.

Knowledge, Skills, and Abilities

+ Excellent customer service and interpersonal communication skills.

+ Strong project management and task prioritization abilities.

+ Technical knowledge of networked and site-specific printers.

+ Familiarity with electro-mechanical devices and digital systems.

+ Ability to read and comprehend technical manuals and documentation.

+ Methodical problem-solving approach and sound judgment in troubleshooting.

Working Conditions & Physical Demands

+ Office environment with standard lighting, ventilation, and noise levels.

+ Internal and external contact with departments, customers, vendors, and agencies.

+ Requires walking, standing, bending, and lifting up to 50 lbs.

+ Regular use of hand tools and fine motor skills for small component work.

Come Create at Ricoh:

If you are seeking a team driven by passion and purpose, come create with us at Ricoh. We are a team of information seekers and customer-obsessed collaborators who aspire to deliver the services, solutions, and technologies that empower business success. We are looking for talented, inspired individuals to join us to help drive high-performance team and our commitment to excellence.

Ricoh is an integrated solutions provider and partner that connects people and technology, creates outstanding customer experiences, and delivers innovation for businesses worldwide. We empower digital workplaces by enabling individuals to work smarter from any location and harness the power of information—how it is collected, stored, managed, and shared—to unlock the potential in every organization. We deliver services and technologies that inspire our customers’ success and guide them toward a better and more sustainable future. If you are seeking a purpose-driven and passionate team, come create with us, and help drive our high-performance culture of excellence into tomorrow.

Invest in Yourself:

At Ricoh, you can:

+ Choose from a broad selection of medical, dental, life, and disability insurance options.

+ Contribute to your financial security with Retirement Savings Plan (401K), Health Savings Account (HSA), and Flexible Spending Account (FSA) investments.

+ Augment your education with team member tuition assistance programs.

+ Enjoy paid vacation time and paid holidays annually

+ Tap into many other benefits to enhance your health, wellness, and ongoing personal and professional development.