Senior Field Representative, Field Services

Position: Senior Field Representative, Field Services Support
Job Description

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 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…