Field Representative II, First Responder Print

Field Representative II, First Responder Print

RICOH COLOMBIA

Responsible for the daily support, service, repair, and availability of RICOH managed devices within a specified geographic area. Responds to customer requests, service requests and device alerts, provides technical support and training with a focus toward customer service. Capable of device set‑up and installation, preventative maintenance and routine service of assigned RICOH and 3rd‑party manufacturer devices. Serviceable device types include printers, multifunction devices, thermal printers, lockers, robots, and other assets under RICOH's Service Advantage program.

Responsibilities may include procurement of printer hardware and management of an on‑site parts/consumables inventory.

• Work to ensure that the service level agreements (SLAs) between customer and RICOH are achieved.
• Respond to customer support requests and ensure they are resolved quickly, accurately, and professionally.
• Maintain an accurate asset list and location of managed devices with available printer fleet tools and databases.
• Replenish and replace consumables and supplies for devices at assigned locations.
• Monitor device service and supply alerts, respond to and resolve service requests so device availability meets SLAs.
• Support continuous fleet optimization efforts through identification of over/under utilized, frequently serviced, and exception devices.
• Provide training on the use of RICOH equipment and features.
• Train team members on use of equipment and features and aid in mapping devices.
• Perform a full range of servicing and repair including troubleshooting, diagnostics, installation, component replacement, device "hot swap", removal, and retrofits on assigned equipment.
• Document all service calls and requests using RICOH OFSC and customer systems when applicable.
• Utilize support resources to minimize field service dispatch and then escale issues to Level 2 support as necessary.
• Proactively communicate to the customer the status of problem resolution.
• Provide end users with detailed remote access knowledge and document complete troubleshooting information.
• Assist in hot swap tasks needed to ensure user experience stays intact, including providing and communicating jack numbers, IP addresses, and coordinating with end user to remap when necessary.
• Report through established channels all network, application, and workstation issues that are supported by the customer.
• Perform basic and advanced installations, set up IP addresses, download printer drivers, and provide customer training on supported devices.
• Adhere to IMACD process, coordinating and supporting functional tasks, managing and communicating statuses in a timely manner.
• Handle moving desktop printers to a new location only with approval through the SR process.
• Maintain an adequate supplies inventory level for devices and their volume requirements.
• Order supplies and maintain appropriate PAR (Periodic Automatic Replacement) levels.
• Monitor and return unused and excess RICOH-owned supplies as PAR levels dictate.
• Manage on‑site hardware inventory.
• Manage printer procurement as required by the customer.
• Manage hot‑swap inventory.
• Document and report all fleet meter reads.
• Complete technical training on new equipment as assigned.
• 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 (application & hardware support) preferred.
• Technical Training &
  
  Certifications:
  
  HP Certifications preferred.
• Completion of Ricoh Learning Institute Courseware within specified timeframe as assigned/directed by management.

• Excellent customer service skills.
• Strong interpersonal and verbal communication skills.
• Strong customer service orientation with ability to follow up and ensure closure of issues.
• Good project management skills and ability to prioritize tasks.
• Strong technical knowledge of network and…