Field Representative II, First Responder Print

Field Representative II - First Responder Print

In this dynamic role, you will be the first point of contact to ensure the seamless operation and support of RICOH managed devices across a designated geographic area. You will engage with customers, respond to their needs promptly, and deliver technical assistance with warmth and expertise, prioritizing an exceptional customer‑service experience.

• Engage proactively to uphold service level agreements (SLAs) between customers and RICOH, ensuring prompt and effective resolution of support requests.
• Maintain an accurate inventory of managed devices, using advanced printer fleet tools and databases to track assets and their locations.
• Conduct routine maintenance, replenish consumables, and swiftly address service alerts to uphold device availability as per SLAs.
• Perform continuous optimization efforts, identifying opportunities for fleet improvement and providing comprehensive training on device utilization.
• Execute troubleshooting, diagnosis, and repair work to resolve issues promptly.
• Collaborate closely with internal support resources, minimizing service dispatches and escalating complex issues as needed to ensure swift resolution.

• High School Diploma (or equivalent) with a passion for technical support and customer service excellence.
• Prior experience in IT Help Desk Support, preferably with exposure to both application and hardware support.
• Technical training & certifications, with a preference for HP Certifications and completion of Ricoh Learning Institute Courseware.

• Additional education beyond high school diploma.
• Proficiency in managing hardware inventory, including procurement and maintenance of on‑site parts and consumables.

• Medical, dental, life, and disability insurance options.
• Retirement Savings Plan (401K), Health Savings Account (HSA), and Flexible Spending Account (FSA) contributions.
• Tuition assistance programs.
• Paid vacation time and paid holidays annually.
• Additional health, wellness, and professional development benefits.