Field Support Specialist – Print & Customer Operations

Field Representative II, First Responder Print

Responsible for the daily support, service, repair, and availability of RICOH managed devices within a specified geographic area. Responds to customer requests, service requests, and device alerts, technical support, and training with a focus toward customer service. Capable of device set‑up and installation, preventative maintenance, and routine service of assigned RICOH and third‑party manufacturer devices. Serviceable device types include printers and multi‑functional devices as well as other assets supported as part of RICOH's Service Advantage program (thermal print, lockers, robots, etc.).

Responsibilities may include the procurement of printer hardware and the management of an on‑site parts/consumables inventory.

• Works to ensure that the (SLAs) service level agreements between customer and RICOH are achieved.
• Responds to customer support requests and ensures they are resolved quickly, accurately, and professionally.
• Maintains an accurate asset list and location of managed devices with available printer fleet tools and databases.
• Replenishes and replaces consumables and supplies for devices at assigned locations.
• Responsible for the daily monitoring of device service and supply alerts, responding to and resolving service requests so device availability meets service level agreements.
• Supports continuous fleet optimization efforts through identification of over/under utilized, frequently serviced, and exception devices.
• Provides training on the use of RICOH equipment and features.
• Provides Team Member training on use of equipment and features and aids in mapping devices.
• Performs a full range of servicing and repair including troubleshooting, diagnostics, installation, component replacement, device "hot swap", removal, and retrofits on assigned equipment.
• Documents all service calls and requests using RICOH OFSC and customer (when applicable) systems.
• Utilizes support resources to minimize field service dispatch and escalates issues to Level 2 support, as necessary.
• Proactively communicates to the customer the status of problem resolution.
• Provides the end users with detailed remote access knowledge and documents complete troubleshooting information.
• Assists in hot‑swap tasks needed to ensure users experience stays intact. Tasks may include providing and communicating jack numbers, IP addresses, and coordinating with end users to remap, as necessary.
• Reports through established channels all network, application and workstation issues that are supported by the customer.
• Performs basic and advanced installations, set ups IP addresses, downloads printer drivers and provides customer training on supported devices.
• Adheres to IMACD process, coordinating and supporting functional tasks, managing, and communicating statuses in a timely manner.
• Responsible for moving desktop printers to a new location only with approval through the SR process.
• Maintains an adequate supplies inventory level for devices and their volume requirements.
• Responsible for supply ordering and maintaining appropriate PAR (Periodic Automatic Replacement) levels.
• Monitors and returns unused and excess RICOH owned supplies as PAR levels dictate.
• Manages on‑site hardware inventory.
• Manages printer procurement as required by the customer.
• Manages hot‑swap inventory.
• Documents and reports all fleet meter reads.
• Completes technical training on new equipment as assigned.
• Supports inventory and implementation efforts.
• Completes all required administrative tasks in an accurate and timely manner.
• Exhibits a professional appearance and positive demeanor.
• Performs other duties as assigned.

• High School Diploma (or equivalent) with additional education preferred.
• IT Help Desk Support experience (application & hardware support) preferred.
• Technical Training &
  
  Certifications:
  
  HP Certifications preferred.
• Completion of Ricoh Learning Institute Courseware within specified timeframe as assigned/directed by management.

• Excellent customer service skills.
• Strong interpersonal and verbal communication skills.
• Ability to follow up to ensure closure of issues…