Field Representative II, Print

Field Representative II, Print Support

$19.67 - $26.06 per hour

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

• Works to ensure that the Service Level Agreements (SLAs) between the customer and RICOH are achieved.

• Responsible for the daily monitoring of device service and supply alerts, responding to and resolving service requests so device availability meets service level agreements.

• Maintains an accurate asset list and location of managed devices using available printer fleet tools and databases.

• Supports continuous fleet optimization efforts through identification of over utilized, underutilized, frequently serviced, and exception devices.

• Responds to customer support requests and ensures that they are resolved quickly, accurately, and professionally. Escalates service problems as necessary.

• Adheres to the IMACD process, coordinating and supporting functional tasks while managing and communicating statuses in a timely manner.

• 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.

• Documents and reports all fleet meter reads.

• Provides training on the use of RICOH equipment and features.

• Provides team member training on the use of equipment and features and assists in mapping devices.

• Utilizes support resources to minimize field service dispatches and escalates issues to Level 2 support as necessary.

• Proactively communicates the status of problem resolution to customers.

• Provides end users with detailed remote access guidance and documents complete troubleshooting information.

• Assists in hot-swap tasks needed to ensure a positive user experience.

• Responsible for moving desktop printers to a new location only with approval through the SR process.

• Manages on-site hardware inventory.

• Manages printer procurement as required by the customer.

• Manages hot-swap inventory.

• Supports inventory and implementation efforts.

• Completes all required administrative tasks accurately and in a timely manner.

• Exhibits a professional appearance and positive demeanor.

• Performs other duties as assigned.

• High School Diploma (or equivalent); additional education preferred.

• IT Help Desk Support experience (application and hardware support).

• Technical training and certifications, including HP certifications.

• Completion of Ricoh Learning Institute courseware within the specified timeframe as assigned or directed by management.

• Excellent customer service skills, including the ability to follow up to ensure closure of issues and communicate effectively.

• Good project management skills and the ability to prioritize tasks.

• Strong technical knowledge of network and site-specific printers, as well as company products.

• Possesses strong interpersonal and verbal communication skills.

• Possesses a methodical approach to resolving problems.

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

• Requires internal contact within the department and with other corporate personnel, as well as external contact with customers, agencies, vendors, and others.

• Work assignments are diversified. Examples of past precedent are used to resolve work problems, and new alternatives may be developed to resolve issues.

• Modest physical effort is required. Work may require walking, standing, bending, reaching, lifting, or carrying objects weighing up to 50 pounds (e.g., papers, books, files, and small parts).

• Requires moderate dexterity and regular application of basic skills, including the use of calculators, keyboards, hand tools, and eye-hand coordination.

The above statements are intended to describe the general nature and…