Field Representative II, First Responder Print Overview

Responsible for the daily support, service, repair, and availability of RICOH-managed devices within a specified geographic area. This includes responding to customer requests, service alerts, technical support, and training with a strong focus on customer service. Devices include printers, multifunctional devices, and other assets supported under RICOH’s Service Advantage program (e.g., thermal printers, lockers, robots).

Responsibilities may also include printer hardware procurement and on-site inventory management.

Key Responsibilities Ensure service level agreements (SLAs) between RICOH and customers are met. Respond promptly and professionally to customer support requests. Maintain accurate asset lists and device locations using fleet tools and databases. Replenish and replace consumables and supplies at assigned locations. Monitor and resolve device service and supply alerts to maintain availability. Support fleet optimization by identifying under/over-utilized or frequently serviced devices. Provide training on RICOH equipment and features to end users and team members. Perform full servicing and repair tasks including diagnostics, installation, and component replacement. Document all service calls using RICOH and customer systems. Escalate unresolved issues to Level 2 support as needed. Assist with hot swaps and coordinate remapping with end users. Report network, application, and workstation issues through established channels. Perform installations, set IP addresses, download drivers, and train users. Adhere to IMACD processes and manage related tasks and communications. Manage printer moves with proper approvals. Maintain and order supplies, manage PAR levels, and return excess inventory. Manage on-site hardware and hot swap inventory. Report fleet meter reads and complete technical training as assigned. Support inventory and implementation efforts. Complete administrative tasks accurately and on time. Maintain a professional appearance and demeanor. Perform other duties as assigned. Qualifications High School Diploma or equivalent (additional education preferred). IT Help Desk Support experience (application & hardware) preferred. Technical training and certifications (HP certifications preferred). Completion of Ricoh Learning Institute coursework within the specified timeframe. Knowledge, Skills, and Abilities Excellent customer service and communication skills. Strong interpersonal and project management abilities. Technical knowledge of networked and site-specific printers. Familiarity with electro-mechanical devices and digital systems. Ability to read and understand technical manuals and documentation. Methodical problem-solving approach and limited judgment in troubleshooting. Working Conditions and Physical Demands Office environment with standard lighting, ventilation, and noise levels. Internal and external contact with staff, customers, vendors, etc. Requires walking, standing, bending, and lifting up to 50 lbs. High dexterity required for using hand tools and working on small components.