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Summary

Services and repairs a variety of company products and systems at customer locations, typically within a specific geographic area. A Technology Service Support Representative is capable of handling a full workload in standalone and/or networked environments.

Job Duties and Responsibilities** **Productivity & Customer Relationship

+ Achieve expected productivity levels associated with assigned workload and experience.

+ Manage territory, inventory, and customer relationships.

+ Demonstrate excellent technical and customer service skills.

+ Actively drive revenue opportunities through supply leads, contract sales, network support leads, and print assessment leads.

Technical Expertise

+ Perform full range of service procedures including diagnostics, installation, removal, and retrofits on assigned equipment.

+ Execute basic connected installations, set up IP addresses, download printer drivers, and provide customer training on printing functions.

+ Troubleshoot and repair or replace equipment components as necessary on B&W, color, and multifunctional devices.

+ Demonstrate required digital competencies for assigned products.

+ Complete technical training on new equipment as assigned.

Territory Management

+ Execute all required territory management and call handling procedures.

+ Collaborate with sales partners to maximize equipment leads and upgrade opportunities.

+ Maintain and manage parts inventory with high accuracy.

+ Adhere to territory backup plans.

+ Complete all required administrative tasks accurately and on time.

+ Comply with all company policies.

Customer Service

+ Interact with external customers to determine service needs and ensure high satisfaction.

+ Provide technical assistance to less experienced technicians.

+ Exhibit professional appearance and demeanor at all times.

+ Maintain productive, professional relationships with company personnel.

+ Contribute positively as a team member.

+ Maintain “car stock” inventory.

+ Perform other duties as assigned.

Qualifications** **Education & Experience

+ Journeyman-level technical knowledge typically gained through technical school and 2+ years of related experience.

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

Knowledge, Skills, and Abilities

+ Strong working knowledge of electro-mechanical devices, electrical circuitry, electronics, and digital competencies.

+ Methodical approach to problem-solving and troubleshooting.

+ Strong interpersonal and verbal communication skills.

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

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

+ Working knowledge of PCs and associated software applications.

Working Conditions & Physical Demands

+ Office environment with normal lighting, ventilation, and temperature.

+ Extensive daily travel by automobile or foot (urban walking territory).

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

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

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

+ Physical effort to move objects up to 400 lbs on wheels and lift up to 50 lbs.

+ Frequent stooping, bending, squatting, and kneeling.

+ High dexterity required for use of hand tools and electronic testing equipment.

**Disclaimer:** The above statements describe the general nature and level of work performed. They are not intended to be an exhaustive list of all responsibilities, skills, or working conditions.

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.