Field Representative II, Print

Job Description

Field Representative II, Print Support.

Responsible for the daily support of assigned RICOH managed devices within customer’s fleet. Responds to customer requests for technical support and training with a focus on customer service. Responsible for consumable replenishment, facilitating service & supply requests, performing basic end‑user device maintenance tasks, and escalating service problems as necessary. Responsibilities may include procurement of printer hardware and management of an on‑site parts/consumables inventory.

• Work to ensure that the SLAs between customer and RICOH are achieved.
• Daily monitoring of device service and supply alerts, responding to and resolving service requests to meet service level agreements.
• Maintain an accurate asset list and location of managed devices with available printer fleet tools and databases.
• Support continuous fleet optimization efforts through identification of over/under utilized, frequently serviced, and exception devices.
• Respond to customer support requests and ensure they are resolved quickly, accurately, and professionally. Escalate service problems as necessary.
• Adhere to IMACD process, coordinating and supporting functional tasks, managing, and communicating statuses in a timely manner.
• Maintain an adequate supplies inventory level for devices and their volume requirements.
• Responsible for supply ordering and maintaining appropriate PAR (Periodic Automatic Replacement) levels.
• Monitor and return unused and excess RICOH owned supplies as PAR levels dictate.
• Document and report all fleet meter reads.
• Provide training on the use of RICOH equipment and features.
• Provide team member training on use of equipment and features and aid in mapping devices.
• Utilize support resources to minimize field service dispatch and then escalates issues to Level 2 support, as necessary.
• Proactively communicate to the customer the status of problem resolution.
• Provide the end users with detailed remote access knowledge and document complete troubleshooting information.
• Assist in hot swap tasks needed to ensure users experience stays intact.
• Responsible for moving desktop printers to a new location only with approval through the SR process.
• Manage on‑site hardware inventory.
• Manage printer procurement as required by the customer.
• Manage hot swap inventory.
• Support inventory and implementation efforts.
• Complete all required administrative tasks in an accurate and timely manner.
• Exhibit a professional appearance and positive demeanor.
• Perform other duties as assigned.

• High School Diploma (or equivalent) with additional education preferred.
• IT Help Desk Support experience preferred (application & hardware support).
• Technical Training & Certifications preferred.

• Excellent customer service skills including ability to follow up to ensure closure of issues and can communicate effectively.
• Good project management skills and ability to prioritize tasks. Strong technical knowledge of network and site‑specific printers, and company products.
• Strong interpersonal and verbal communication skills.
• Methodical approach to resolving problems.

• Typically works in an office environment with adequate lighting and ventilation, and a normal range of temperature and noise level.
• Requires internal contact within department and with other corporate personnel, and external contact with customers, agencies, vendors, etc.
• Work assignments are diversified. Examples of past precedent are used to resolve work problems. New alternatives may be developed to resolve problems.
• Modest physical effort is required. Work does require walking, standing, bending, reaching, lifting or carrying objects that may weigh up to 50 lbs.
• Requires moderate dexterity.
• Regular application of basic skills (calculator, keyboard, hand tools, and eye/hand coordination).