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Senior Field Representative, Field Services Support** **Position Overview

The Senior Field Representative is responsible for **servicing, repairing, and maintaining** complex office equipment at customer locations within a designated geographic area. This role may involve specialization in certain product lines, **technical leadership** , and mentoring other technicians. **One industry certification is required.**

Key Responsibilities** **Technical Expertise & Equipment Servicing

Specializes in the **diagnosis, servicing, and repair** of high-complexity office products.

Provides **second-level technical support** , assisting technicians with troubleshooting.

Conducts **diagnostics, installations, retrofits, and repairs** on B&W, color, and multifunctional devices.

Maintains expertise in **digital competencies** and emerging product technologies.

Completes **ongoing technical training** to stay up-to-date with equipment advancements.

Customer Engagement & Service Excellence

Handles **complex customer interactions** , ensuring high levels of satisfaction.

Acts as a **technical liaison** , addressing unresolved issues and providing guidance.

Builds and maintains **strong customer relationships** through professionalism and responsiveness.

Collaborates with **sales teams** to identify upgrade opportunities and service expansion.

Leadership & Training

Leads **on-the-job training (OJT)** sessions for new and experienced technicians.

Conducts **technical seminars** to enhance team skill development.

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

Identifies **process improvement opportunities** , optimizing service efficiency.

Territory & Inventory Management

Assumes **Field Technology Service Manager responsibilities** when needed.

Maintains **accurate inventory management** , ensuring proper parts availability.

Follows **territory backup plans** to ensure seamless service delivery.

Business Growth & Revenue Development

Identifies **supply leads, contract sales, and print assessments** to support revenue growth.

Assists in **network support contract leads** , contributing to new business initiatives.

Qualifications & Requirements

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

**Industry certification required** , demonstrating technical expertise.

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

Key Skills & Competencies

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

Expertise in **diagnosing and repairing assigned equipment** .

Excellent **customer service and communication skills** .

Ability to **read and interpret technical manuals, parts books, and documentation** .

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)** .

Routine use of **hand tools, testing equipment, and mechanical components** .

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

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

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.