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POSITION PROFILE

This position is designed as an entry level technician position to service and repair a variety of company products. The Associate Field Service Technician is capable of handling set-up tagging, installation, preventative maintenance and routine service on small printer, low end segment, and facsimile devices at customer locations usually within a specific geographic area.

JOB DUTIES AND RESPONSIBILITIES

• Achieves expected productivity levels associated with assigned workload and level of experience.

• Manages territory, inventory and customer relationships.

• Demonstrates good technical and customer relation skills.

• Actively drives revenue generating opportunities through supply leads, contract sales, network support contract leads, equipment and print assessment leads.

• Demonstrates technical expertise

• Performs a full range of servicing and repair service procedures including diagnostics, installation, removal and retrofits on assigned equipment.

• Performs Basic Connected installations, sets up IP addresses, downloads printer drivers and provides customer training on printing standalone and network devices,

• Performs troubleshooting and repairs or replaces equipment components as necessary.

• Demonstrates required digital competencies associated with assigned products and level assignment.

• Completes technical training on new equipment as assigned.

• Manages territory

• Effectively executes all required territory management and call handling procedures.

• Works closely with sales partners to maximize equipment leads and upgrade opportunities.

• Maintains and manages own parts inventory with a high degree of accuracy.

• Adheres to territory back-up plans.

• Completes all required administrative tasks in an accurate and timely manner.

• Complies with all company policies.

• Customer Service

• Interacts with external customers for the purpose of determining service needs on equipment and ensuring overall high level of customer satisfaction with the service performed.

• Exhibits professional appearance and demeanor at all times.

• Maintains productive, professional relationship with all company personnel.

• Maintains a positive demeanor and is a contributing team member.

• Responsible for maintaining a car stock inventory.

• Performs other duties as assigned.

QUALIFICATIONS (Education, Experience, and Certifications)

Typically requires:

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

+ Valid state driver’s license and minimum level of auto insurance coverage per company policy (position entails extensive use of personal car while on company business)

+ Completed classes and experience involving computers, electronics, mechanics, etc. preferred

+ IT Help Desk Support experience (application & hardware support) preferred

KNOWLEDGE, Skills and Abilities

+ Working knowledge of electro-mechanical devices, electrical circuitry, electronics, and varying levels of digital competency

+ Methodical approach to resolving problems

+ Strong interpersonal and verbal communication skills

+ Excellent customer service skills, including ability to follow up to ensure closure of issues

+ Ability to read and comprehend written technical information (technical manuals, parts books, and relevant publications)

+ Technical aspects of this position require following pre-established guidelines and using limited judgment for troubleshooting and determining routine servicing or parts installation

WORKING CONDITIONS, Mental and Physical Demands

+ Typically works in an office environment with adequate lighting, ventilation, and normal range of temperature and noise

+ Extensive daily travel by automobile between customer locations; walking territory assignments require extensive foot travel in varied weather conditions

+ Regular exposure to conditions that could result in minor cuts and burns; frequent exposure to chemical solvents and cleaners

+ Shift work, overtime, stand-by, and/or on-call may be required

+ Daily internal contact with service call center via telephone and wireless for service instructions

+ Routine contact with parts department for parts and Field Technology Service Manager for work review and customer concerns

+ Daily external contact with customers (typically office/IT managers and machine operators) to investigate and resolve equipment problems

+ Customer relations aspects are diversified but most problems are resolved using past precedent

+ Periodic stress due to increased service call volume and occasional contact with dissatisfied customers

+ Physical effort required to move objects on wheels weighing up to 400 pounds

+ Frequent stooping, bending, squatting, and kneeling to service equipment at floor level

+ Tool cases and service-related tools weighing up to 50 pounds must be carried to various machine locations, often upstairs

+ High level of dexterity required for regular use of hand tools (screwdrivers, pliers, wrenches) and electronic testing equipment; emphasis on fine-motor skills for small electronic and mechanical components

The above statements describe the general nature and level of work being performed. They are not intended to be an exhaustive list of all responsibilities, skills, efforts, or working conditions associated with the job.

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.