Field Representative II, Print Support
This Position Offers $750 sign on bonus for New Ricoh members!
Position Profile
Responsible for the daily support of assigned RICOH-managed devices within the customer's fleet. This includes responding to customer requests for technical support and training, with a strong focus on customer service. Duties involve consumable replenishment (toner, labels, paper, etc.), basic end-user device maintenance, and escalation of service issues as needed. May also include printer hardware procurement and management of on-site parts/consumables inventory.
Job Duties and Responsibilities
- Ensure service level agreements (SLAs) between customer and RICOH are met.
- Monitor device service and supply alerts daily; respond and resolve service requests to maintain device availability.
- Maintain accurate asset list and device locations using fleet tools and databases.
- Support fleet optimization by identifying under/over-utilized and frequently serviced devices.
- Respond to customer support requests promptly and professionally; escalate issues as needed.
- Follow IMACD process, manage functional tasks, and communicate status updates.
- Maintain adequate inventory levels for supplies based on device volume requirements.
- Order supplies and maintain appropriate PAR (Periodic Automatic Replacement) levels.
- Return unused/excess RICOH-owned supplies as needed.
- Document and report all fleet meter reads.
- Provide training on RICOH equipment and features to end users and team members.
- Minimize field service dispatch by utilizing support resources; escalate to Level 2 support when necessary.
- Communicate problem resolution status proactively to customers.
- Provide remote access support and document troubleshooting steps.
- Assist with hot swap tasks to maintain user experience.
- Move desktop printers only with SR process approval.
- Manage on-site hardware inventory and printer procurement.
- Support inventory and implementation efforts.
- Complete all administrative tasks accurately and on time.
- Maintain professional appearance and demeanor.
- Perform other duties as assigned.
- High School Diploma or equivalent; additional education preferred.
- Experience in IT Help Desk Support (application & hardware).
- Technical training and certifications (e.g., HP Certifications).
- Completion of Ricoh Learning Institute courseware within assigned timeframe.
- Excellent customer service and follow-up skills.
- Strong communication and interpersonal skills.
- Good project management and task prioritization abilities.
- Solid technical knowledge of network/site-specific printers and RICOH products.
- Methodical approach to problem-solving.
- Office environment with standard lighting, ventilation, and noise levels.
- Internal contact with departments and external contact with customers/vendors.
- Diversified work assignments; may require developing new solutions.
- Modest physical effort: walking, standing, bending, lifting up to 50 lbs.
- Moderate dexterity: use of calculator, keyboard, hand tools, and coordination.
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