🧰 Position Title

Field Representative I – Services Onsite Technician 

 

🧭 Role Summary

As a Field Representative I, you’ll be the frontline expert ensuring Ricoh-managed devices are fully operational across a designated territory. From printers and multifunctional devices to emerging technologies like thermal printers, smart lockers, and robotics, you’ll handle installations, maintenance, and customer training with precision and professionalism. This role blends hands-on technical service with customer-facing support, ideal for individuals who thrive on problem-solving, autonomy, and building trusted relationships.

 

🔧 Key Responsibilities Device Support & Technical Service

Monitor service alerts and respond to requests to maintain device uptime and meet SLAs

Perform diagnostics, repairs, installations, retrofits, and component replacements

Conduct “hot swaps” and preventative maintenance across Ricoh and third-party devices

Use remote support tools to resolve issues and minimize dispatches

Escalate complex issues to Level 2 or technical support as needed

Setup, Training & Implementation

Configure IP addresses, install printer drivers, and train users on supported equipment

Support equipment rollouts, inventory mapping, and implementation efforts

Complete technical training on new devices and technologies

Assist with functional tasks related to IMACD (Install, Move, Add, Change, Dispose) processes

Inventory & Documentation

Maintain accurate records of service calls using Ricoh OFSC and customer systems

Manage parts, supplies, and asset inventory with precision

Monitor and return unused Ricoh-owned supplies based on PAR levels

Perform meter reads for billing accuracy

Customer Service & Communication

Provide timely updates to customers on issue resolution and fleet performance

Build strong relationships with office managers, IT teams, and machine operators

Exhibit professionalism and a positive demeanor in all interactions

Adhere to Ricoh and customer safety and security protocols

 

🎓 Qualifications

High School Diploma or equivalent (additional technical education preferred)

Valid state driver’s license and auto insurance per company policy

Experience with computers, electronics, or mechanics preferred

IT Help Desk or hardware support experience is a plus

 

🧠 Skills & Competencies

Working knowledge of electro-mechanical devices, electronics, and digital systems

Methodical approach to troubleshooting and problem resolution

Strong verbal communication and interpersonal skills

Excellent customer service and follow-through

Ability to read and interpret technical manuals and documentation

Fine-motor dexterity for working with small components and hand tools

 

🚗 Working Conditions & Physical Demands

Extensive daily travel by car or foot across customer locations

Exposure to minor cuts, burns, solvents, and cleaners

Frequent lifting (up to 50 lbs), bending, kneeling, and stair climbing

Use of hand tools including screwdrivers, pliers, wrenches, and testing equipment

Occasional shift work, overtime, and on-call responsibilities

Periodic stress due to service volume and customer escalations

 

🌟 Why This Role Matters

You’ll be the face of Ricoh’s service excellence—solving problems before they escalate, keeping devices running smoothly, and helping customers stay productive. If you’re looking for a role that combines technical skill, autonomy, and meaningful customer impact, this is your next step.