• Field Specialist, Field Services Support

    Ricoh Americas Corporation (Stamford, CT)


    Field Specialist, Field Services Support** **Position Overview

     

    The Field Specialist is responsible for servicing and repairing a wide range of office equipment at customer locations within a designated geographic area. This role requires specialized technical expertise, strong problem-solving skills, and at least one industry certification. The Field Specialist may also serve as a team lead, providing advanced training and second-level technical support.

     

    Key Responsibilities** **Technical Expertise & Equipment Servicing

     

    Specializes in diagnosing, servicing, and repairing **complex office equipment** with expert precision.

     

    Provides **second-level technical support** to technicians and acts as a go-to resource for troubleshooting.

     

    Performs **installation, retrofits, diagnostics, and repairs** on B&W, color, and multifunctional devices.

     

    Stays current on **technical advancements** and completes ongoing equipment training.

     

    Customer Engagement & Service Excellence

     

    Handles **challenging customer interactions** with professionalism and efficiency.

     

    Serves as a **technical liaison** , resolving complex service issues and ensuring client satisfaction.

     

    Builds and maintains productive relationships with customers and internal teams.

     

    Manages **territory operations** , optimizing service call efficiency and customer support.

     

    Leadership & Training

     

    Leads **on-the-job training (OJT)** for technicians and supports their technical development.

     

    Conducts **technical seminars** , sharing expertise to enhance team capabilities.

     

    Serves as a **role model** , demonstrating professionalism and problem-solving leadership.

     

    Identifies **process improvement opportunities** , driving operational efficiency.

     

    Inventory & Territory Management

     

    Assumes **Field Technology Service Manager responsibilities** , as needed.

     

    Maintains accurate **inventory control** , including managing "car stock" supplies.

     

    Works closely with **sales teams** to identify opportunities for equipment upgrades and new leads.

     

    Adheres to established **territory back-up plans** and company service protocols.

     

    Business Growth & Revenue Development

     

    Generates new business opportunities through **supply leads, contract sales, and print assessments** .

     

    Identifies ways to increase service offerings and enhance customer support solutions.

    Qualifications & Requirements

    **Technical school education** and **3+ years of relevant field service experience** , including **2+ years as a Technology Service Consultant I** .

     

    Holds at least **one industry certification** , demonstrating advanced technical expertise.

     

    Valid **state driver’s license** and required **auto insurance coverage** per company policy.

     

    Key Skills & Competencies

     

    Strong knowledge of **electro-mechanical devices and electronics** .

     

    Expertise in **assigned equipment** and troubleshooting methodologies.

     

    **Excellent customer service** skills with a proactive follow-up approach.

     

    Ability to interpret and apply **technical manuals, service documentation, and industry publications** .

     

    Working Conditions & Physical Demands

     

    Extensive **daily travel** between customer locations by automobile; urban foot travel may be required.

     

    Exposure to diverse **weather conditions** and occasional outdoor work.

     

    Frequent **lifting (up to 50 lbs), bending, kneeling, and maneuvering equipment (up to 400 lbs)** .

     

    Use of **hand tools, diagnostic equipment, and electronic testing devices** .

     

    Potential **exposure to solvents, cleaning agents, and mechanical components** .

     

    Occasional **shift work, overtime, stand-by, or on-call requirements** .

    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.