Field Specialist, Field Services CIP

Field Services Support Specialist II CIP

Position Summary:

This field‑based, break/fix technician is responsible for diagnosing, repairing, and maintaining Ricoh printers and copier equipment at customer locations within the assigned service area.

• Perform multi‑specialist solutions services including configuring, installing, troubleshooting, networking, maintaining, and training on Ricoh products and services.
• Conduct on‑site break/fix servicing, troubleshooting, and repair of Ricoh printers, copiers, and multifunction devices.
• Diagnose mechanical, electrical, and basic network‑related issues, replace parts, and perform preventative maintenance to ensure optimal device performance.
• Collect, measure, record, process, and analyze complex data; apply results to support service improvement across the area.
• Proactively seek volume building and product/process upgrade opportunities to increase utilization of Ricoh equipment, supplies and services.
• Assemble, adjust, maintain, and share expertise on products, equipment operations, and documentation.
• Demon state high level of proficiency in area of expertise; take on team lead/coordinator role as needed.
• Provide customer training, equipment and workflow observation, and solution presentation for improved methods.
• Understand and promote Ricoh's support functions and offerings; anticipate and manage customer needs.
• Display professionalism in interactions with all customers; maintain productive relationships with customers and Ricoh personnel.
• Maintain a full workload, meeting response times, repair times, quality objectives and cost‑control metrics.
• Effectively execute all required workload management and call handling procedures using current field call management requirements.
• Independently manage a service territory, prioritizing and responding to dispatched service calls across customer sites in a timely manner.
• Comply with company policies and complete administrative tasks accurately and timely.
• Maintain required logs, processes and reports; account for all time and activity using the proper tracking system.
• Maintain a "car stock" and/or customer on‑site inventory as assigned.
• Achieve expected productivity levels associated with assigned workload and experience level.
• Participate in Ricoh Extra Value program opportunities and bill accordingly.
• Perform other duties as assigned.

• Valid state driver's license and minimum auto insurance coverage per Ricoh policy for roles involving extensive vehicle usage.
• High school diploma; completed classes and experience with computers, electronics, mechanics, basic network, and printing software application is desired.
• Hands‑on experience with mechanical repair, electro‑mechanical devices, or printer/copier maintenance in a field service environment preferred.
• Meet the requirements listed in the Technology Services Training Role Inventory and Certification Program; refer to certification requirement document:
• Goal‑oriented, self‑motivated, committed to ongoing self‑development and development of others.
• Handles highly confidential information.
• Excellent multi‑tasking and prioritization skills.
• Identifies problems, opportunities and develops solutions.
• Excellent organizational, interpersonal, and verbal communication skills.
• Displays high professionalism in challenging circumstances; can overcome technical, customer and logistical obstacles.
• Proficient use of Microsoft Office and general computer applications, mobile technology, and associated systems.
• Strong mechanical aptitude for diagnosing and repairing hardware issues in printers, copiers, or similar equipment.

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