Senior Field Service Technician

Senior Field Representative, Field Services Support

POSITION PROFILE

Services and repairs a variety of office equipment at customer locations, usually within a specific geographic area. May be viewed as specialist on certain products. Additional responsibilities may include Team Lead/Coordinator role. Position requires 1 (one) Industry Certification.

Job Duties and Responsibilities

• Specializes in the servicing and repair of a core set of highly complex office products.

• Manages territory, inventory, and customer relationships.

• As a specialist, provides 2nd level technical support to other technicians.

• Achieves expected productivity levels associated with assigned workload and level of experience.

• Actively drives revenue generating opportunities through supply leads, contract sales, network support contract leads, equipment and print assessment leads.

• Able to work under minimal supervision.

Demonstrates Technical Expertise and Provides Specialist Services

• Performs a full range of servicing and repair service procedures including diagnostics, installation, removal and retrofits on a core set of highly complex office products.

• Demonstrates required digital competencies associated with assigned products and level assignment.

• Performs troubleshooting and repairs or replaces equipment components as necessary on B&W, color and multifunctional devices.

• Completes technical training on new equipment as assigned.

Provides Advanced Training

• Conducts OJT for new and experienced technicians as required.

• Conducts technical seminars as required.

• Serves as a role model and exhibits professional appearance and behavior at all times, under the most difficult situations.

• A positive influence/champion within the team/organization.

• Proactively seeks ways to improve things.

Manages Territory

• Assumes responsibilities of Field Technology Service Manager as required.

• Effectively executes all required territory management and call handling procedures.

• Works closely with sales partners to maximize equipment leads and upgrade opportunities.

• Maintains and manages own parts inventory with a high degree of accuracy.

• Adheres to territory back-up plans.

• Completes all required administrative tasks in an accurate and timely manner.

• Complies with all company policies.

Customer Service

• Effectively handles the most difficult customer situations.

• Acts as a communication link on unresolved technical problems/issues.

• Interacts with external customers for the purpose of determining service needs on equipment and ensuring overall high level of customer satisfaction with the service performed.

• Maintains productive, professional relationship with all company personnel.

• Responsible for maintaining a "car stock" inventory.

• Performs other duties as assigned.

Qualifications (Education, Experience and Certifications)

Typically:

• Requires high level technical skills typically gained through completion of technical school and 3+ years of related experience including a minimum of 2 years as a Technology Service Consultant I.

• Requires 1 Industry Certification and sustained (at least 2 years) of meets or exceeds performance level.

• Requires a valid state driver's license and minimum level of auto insurance coverage per Ricoh policy for positions entailing extensive use of personal car while on company business.

Knowledge, Skills, and Abilities

• Requires an excellent working knowledge of electro-mechanical devices and electronics.

• Requires expert knowledge of assigned equipment.

• Skilled methodical approach to resolving problems.

• Possesses strong interpersonal and verbal communications skills.

• Excellent customer service skills including ability to follow up to ensure closure of issues.

• Skilled ability to read and comprehend written technical information in the form of technical manuals, parts books, and relevant publications.

Working Conditions, Mental and Physical Demands

• Typically works in an office environment with adequate lighting and ventilation, and normal range of temperature and noise.

• Extensive daily travel in an automobile between customer locations is usually required. Assignment of a "walking territory" within a limited urban area would require extensive travel by foot. It is necessary that all travel be done in a wide variety of weather conditions.

• Working conditions regularly expose individuals to conditions that could result in minor cuts and burns. There is frequent exposure to chemical solvents and cleaners.

• Shift work, overtime, stand-by and/or on-call may be required.

• Requires daily internal contact with the dispatch department via telephone to receive verbal instructions concerning service calls.

• Routinely in direct contact with parts department to receive parts ordered and with the Field Service Manager to review work, receive direction and discuss customers' concerns and problems.

• Requires daily external contact with customers (typically office managers and machine operators) for the purpose of investigating and resolving equipment problems.

• The customer relations aspects of the job tend to be…