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.

Qualifications (Education, Experience, Certifications)

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.

Knowledge, Skills, and Abilities

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.

Working Conditions, Mental and Physical Demands

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.