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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, and ensuring exceptional customer service. The role involves 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 (thermal print, lockers, robots, etc.). All service calls and requests must be documented using RICOH OFSC and customer-provided systems when applicable.

Job Duties and Responsibilities

+ Monitor device service and supply alerts daily; respond and resolve service requests to meet service level agreements.

+ Perform full servicing and repair procedures, including troubleshooting, diagnostics, installation, component replacement, device “hot swap,” removal, and retrofits.

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

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

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

+ Document all service activity using OFSC and other applications when applicable.

+ Replenish and replace consumables and supplies at assigned locations.

+ Manage parts, supply, and asset inventories accurately.

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

+ Adhere to IMACD process and communicate statuses promptly.

+ Demonstrate technical expertise and strong customer relations.

+ Achieve productivity levels aligned with workload and experience.

+ Proactively communicate problem resolution status to customers.

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

+ Follow all RICOH and customer safety/security measures.

+ Perform meter reads or captures for accurate billing.

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

+ Manage device inventory and spares; ensure records and mapping are up-to-date.

+ Complete technical training on new equipment as assigned.

+ Support equipment training, inventory, and implementation efforts.

+ Complete administrative tasks accurately and on time.

+ Exhibit 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 (position requires extensive use of personal car).

+ Completed classes and experience in computers, electronics, mechanics preferred.

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

Knowledge, Skills, and Abilities

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

+ Methodical approach to problem-solving.

+ Strong interpersonal and verbal communication skills.

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

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

+ Ability to troubleshoot and determine servicing needs using pre-established guidelines.

Working Conditions, Mental and Physical Demands

+ Typically works in an office environment with normal lighting, ventilation, and temperature.

+ Extensive daily travel by automobile; occasional walking territory assignments.

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

+ May require shift work, overtime, stand-by, and/or on-call duties.

+ Frequent internal and external contact with service teams, parts departments, and customers.

+ Physical effort required to move objects up to 400 lbs on wheels.

+ Frequent stooping, bending, squatting, and kneeling.

+ Carry tool cases and service tools weighing up to 50 lbs; may involve stairs.

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

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