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 ensures high levels of customer service.

Technicians are capable of device setup and installation, preventative maintenance, and routine service of assigned RICOH and third-party devices. Supported device types include printers, multifunctional devices, and other assets 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 RICOH and the customer are consistently 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, and retrofits. Utilize remote support resources to minimize dispatches. Escalate issues to Level 2 and technician support as needed. Conduct basic and advanced installations, IP setup, driver downloads, and customer training. Document service activities using OFSC and other applicable systems. Replenish and replace consumables and supplies at assigned locations. Manage parts, supply, and asset inventories accurately. Monitor and return unused/excess RICOH supplies as needed. Adhere to IMACD processes and communicate task statuses promptly. Demonstrate technical expertise and strong customer relations. Achieve productivity targets based on workload and experience. Communicate proactively with customers regarding issue resolution. Provide fleet status and performance updates to Service Delivery Managers. Follow all RICOH and customer safety/security protocols. Perform meter reads for accurate billing. Travel between customer buildings and locations within the assigned area. Manage device inventory and ensure mapping records are current. Complete technical training on new equipment. Support equipment training, inventory, and implementation efforts. Complete administrative tasks accurately and on time. Maintain professional appearance and positive demeanor. Perform other duties as assigned. Qualifications (Education, Experience, Certifications) High School Diploma (or equivalent); additional education preferred. Valid state driver’s license and minimum auto insurance coverage per company policy. Experience or coursework in computers, electronics, or mechanics preferred. IT Help Desk Support experience (application & hardware) preferred. Knowledge, Skills, and Abilities Working knowledge of electro-mechanical devices, electrical circuitry, and digital systems. Methodical problem-solving approach. Strong interpersonal and verbal communication skills. Excellent customer service and follow-up abilities. Ability to read and comprehend technical manuals and documentation. Ability to follow pre-established guidelines and use judgment in troubleshooting and servicing. Working Conditions, Mental and Physical Demands Typically works in office environments with standard lighting, ventilation, and noise. Extensive daily travel by car or foot (in urban areas) in various weather conditions. Exposure to minor physical risks (e.g., cuts, burns, chemical solvents). May require shift work, overtime, stand-by, or on-call availability. Daily internal contact with service call center and parts department. Regular external contact with customers to resolve equipment issues. Occasional stress due to high service call volume or dissatisfied customers. Physical effort required to move equipment (up to 400 lbs) and carry tools (up to 50 lbs). Frequent stooping, bending, squatting, and kneeling. High dexterity needed for using hand tools and working on small components.

Note: 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 associated with the role.