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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. Key responsibilities include:

+ Responding to service requests and device alerts

+ Providing technical support and training with a customer service focus

+ Performing device setup, installation, preventative maintenance, and routine service

+ Servicing printers, multi-functional devices, and other assets (e.g., thermal printers, lockers, robots)

+ Documenting service calls using RICOH OFSC and customer systems

+ Ensuring service level agreements (SLAs) are met

Job Duties and Responsibilities

+ Monitor device service and supply alerts; resolve service requests to meet SLAs

+ Perform troubleshooting, diagnostics, installation, component replacement, and retrofits

+ Use remote support tools to minimize dispatches

+ Escalate issues to Level 2 or technician support when needed

+ Conduct basic and advanced installations, IP setup, driver downloads, and customer training

+ Document all service activity using OFSC and other systems

+ Replenish and replace device consumables and supplies

+ Manage parts, supply, and asset inventories accurately

+ Return unused/excess RICOH supplies per PAR levels

+ Follow IMACD processes and communicate task statuses

+ Demonstrate technical expertise and strong customer relations

+ Meet productivity expectations based on workload and experience

+ Communicate proactively with customers regarding issue resolution

+ Provide fleet status updates to Service Delivery managers

+ Adhere to RICOH and customer safety/security protocols

+ Perform meter reads for accurate billing

+ Travel between customer locations within assigned territory

+ Maintain up-to-date device inventory and mapping

+ Complete training on new equipment

+ Support equipment training and inventory implementation

+ Complete administrative tasks accurately and on time

+ Maintain professional appearance and demeanor

+ Perform other duties as assigned

Qualifications

+ High School Diploma or equivalent (additional education preferred)

+ Valid state driver’s license and auto insurance per company policy (extensive car use required)

+ Preferred: coursework and experience in computers, electronics, mechanics

+ Preferred: IT Help Desk Support experience (application & hardware)

Knowledge, Skills, and Abilities

+ Basic knowledge of electro-mechanical devices, circuitry, electronics, and digital tools

+ Methodical problem-solving approach

+ Strong interpersonal and verbal communication skills

+ Excellent customer service and follow-up abilities

+ Ability to read and comprehend technical manuals and publications

+ Ability to follow guidelines and use judgment for troubleshooting and servicing

Working Conditions, Mental and Physical Demands

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

+ Extensive daily travel by car or foot (weather conditions vary)

+ Exposure to minor cuts, burns, chemical solvents, and cleaners

+ May require shift work, overtime, stand-by, or on-call availability

+ Daily contact with service call center and parts department

+ Regular interaction with Field Technology Service Manager and customers

+ Occasional stress due to service volume and dissatisfied customers

+ Physical effort to move wheeled objects up to 400 lbs

+ Frequent stooping, bending, squatting, and kneeling

+ Carrying tool cases up to 50 lbs, often upstairs

+ High dexterity required for hand tools and fine-motor tasks

These statements describe the general nature and level of work performed. They are not exhaustive of all responsibilities, skills, or conditions associated with the role.

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.