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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. This role responds to service requests and device alerts, provides technical support and training, and emphasizes customer service.

Technicians are capable of device setup and installation, preventative maintenance, and routine service of assigned RICOH and third-party manufacturer devices. Serviceable device types include printers, multifunctional devices, and other assets supported under RICOH's Service Advantage program (e.g., thermal printers, lockers, robots).

All service calls and requests are documented using RICOH OFSC and customer-provided systems (when applicable). The technician works to ensure service level agreements (SLAs) between the customer and RICOH are met.

Job Duties and Responsibilities

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

+ Perform servicing and repair procedures including troubleshooting, diagnostics, installation, component replacement, device hot swaps, removals, and retrofits.

+ Utilize remote support resources to resolve issues and minimize dispatches.

+ Escalate issues to Level 2 and technician resource support as needed.

+ Perform basic and advanced installations, set up IP addresses, download printer drivers, and provide customer training.

+ Document all service activity using OFSC and other applicable systems.

+ Replenish and replace consumables and supplies at assigned locations.

+ Manage and maintain parts, supply, and asset inventories accurately.

+ Monitor and return unused/excess RICOH-owned supplies per PAR levels.

+ Adhere to IMACD processes and communicate statuses promptly.

+ Demonstrate technical expertise and strong customer relations.

+ Achieve expected productivity levels based on workload and experience.

+ Proactively communicate problem resolution status to customers.

+ Provide regular fleet status and performance updates to Service Delivery Fleet Managers.

+ Follow all RICOH and customer safety/security protocols.

+ Perform meter reads or captures for accurate billing.

+ Travel between customer buildings and locations within a geographic area.

+ Manage device inventory and spares, ensuring records and mapping are current.

+ Complete technical training on new equipment as assigned.

+ Support equipment training and inventory/implementation efforts.

+ Complete all administrative tasks accurately and on time.

+ Maintain a professional appearance and positive demeanor.

+ Perform other duties as assigned.

Qualifications (Education, Experience, and Certifications)

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

+ Valid state driver’s license and minimum auto insurance coverage per company policy (extensive use of personal vehicle required).

+ Desired: coursework and experience in computers, electronics, mechanics.

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

Knowledge, Skills, and Abilities

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

+ Methodical problem-solving approach.

+ Strong interpersonal and verbal communication skills.

+ Excellent customer service skills, including follow-up for issue resolution.

+ Ability to read and comprehend technical manuals, parts books, and publications.

+ Ability to follow pre-established guidelines and use judgment for troubleshooting and servicing.

Working Conditions, Mental and Physical Demands

+ Typically works in office environments with standard lighting, ventilation, temperature, and noise.

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

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

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

+ Daily internal contact with service call center via phone/wireless for instructions.

+ Regular contact with parts department and Field Technology Service Manager.

+ Daily external contact with customers (e.g., office/IT managers, machine operators).

+ Customer relations involve resolving issues using past precedent.

+ Periodic stress due to service call volume and dissatisfied customers.

+ Physical effort required to move wheeled objects up to 400 lbs.

+ Frequent stooping, bending, squatting, and kneeling.

+ Carry tool cases and service tools up to 50 lbs, often upstairs.

+ High dexterity required for hand tools and fine-motor tasks on small components.

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