Field Representative II, First Responder Print

Position Profile
Responsible for the daily support, service, repair, and availability of RICOH-managed devices within a specified geographic area. Responds to customer requests, service alerts, technical support, and training with a strong focus on customer service. Capable of device setup and installation, preventative maintenance, and routine service of 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). Responsibilities may also include printer hardware procurement and on-site parts/consumables inventory management.

Job Duties and Responsibilities

Ensures service level agreements (SLAs) between customer and RICOH are met. Responds to and resolves customer support requests quickly, accurately, and professionally. Maintains accurate asset lists and device locations using fleet tools and databases. Replenishes and replaces consumables and supplies at assigned locations. Monitors device service and supply alerts, ensuring timely resolution to maintain availability. Supports fleet optimization by identifying under/over-utilized or frequently serviced devices. Provides training on RICOH equipment and features to end users and team members. Performs full servicing and repair, including troubleshooting, diagnostics, installation, component replacement, hot swaps, and retrofits. Documents service calls using RICOH OFSC and customer systems. Minimizes field service dispatches by using support resources and escalating to Level 2 when needed. Communicates problem resolution status to customers proactively. Provides remote access support and documents troubleshooting steps. Assists with hot swap tasks, including IP address setup and device remapping. Reports network, application, and workstation issues through established channels. Performs installations, sets up IP addresses, downloads drivers, and trains users. Follows IMACD process and communicates task statuses. Moves desktop printers only with proper approval. Maintains adequate inventory of supplies and manages PAR levels. Returns unused/excess supplies as needed. Manages on-site hardware and hot swap inventory. Handles printer procurement as required. Reports fleet meter reads. Completes technical training on new equipment. Supports inventory and implementation efforts. Completes administrative tasks accurately and on time. Maintains professional appearance and demeanor. Performs other duties as assigned.

Qualifications (Education, Experience, and Certifications)

High school diploma or equivalent required; additional education preferred. IT Help Desk support experience (application and hardware) preferred. HP certifications preferred. Completion of Ricoh Learning Institute coursework within assigned timeframe.

Knowledge, Skills, and Abilities

Excellent customer service and communication skills. Strong interpersonal and verbal communication abilities. Effective follow-up and issue resolution skills. Good project management and task prioritization. Strong technical knowledge of network and site-specific printers. Familiarity with RICOH products and electro-mechanical devices. Ability to read and comprehend technical manuals and documentation. Methodical problem-solving approach. Uses judgment to troubleshoot and determine service needs.

Working Conditions, Mental and Physical Demands

Office environment with standard lighting, ventilation, temperature, and noise. Internal and external contact with departments, customers, vendors, etc. Work assignments are varied; may require developing new solutions. Modest physical effort including walking, standing, bending, and lifting up to 50 lbs. High dexterity required for using hand tools and working with small components.

 

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, skills, efforts or working conditions associated with a job.