Senior Field Representative, Field Services

Position: Senior Field Representative, Field Services Support
Corporate HR Specialist

** 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 2 nd  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…