Field Representative ; Services Onsite Technician

The Printer Technician is responsible for the daily support, service, repair, and availability of Ricoh-managed devices within a specified geographic area. This role responds to service requests, device alerts, technical support needs, and customer training requests with a strong focus on customer service. The technician is capable of device setup and installation, preventative maintenance, and routine servicing of assigned Ricoh and third-party manufacturer devices.

• Printers.
• Multifunction Devices (MFDs).
• Thermal Printers.
• Lockers.
• Robotics and other assets supported through Ricoh's Service Advantage Program.

The role is responsible for documenting all service calls and requests using Ricoh OFSC and customer-provided systems (when applicable) and ensuring service level agreements (SLAs) between Ricoh and the customer are consistently met.

• Monitor device service and supply alerts daily and respond to service requests to ensure device availability meets established SLAs.
• Perform a full range of repair and service procedures, including:
  • Troubleshooting.
  • Diagnostics.
  • Installation.
  • Component replacement.
  • Device hot swaps.
  • Equipment removals.
  • Retrofits.
• Utilize remote support resources to resolve service issues and reduce unnecessary dispatches.
• Escalate issues to Level 2 support and additional technical resources when necessary.
• Perform basic and advanced equipment installations.
• Configure IP addresses, install printer drivers, and provide customer training on supported devices.
• Document all service calls, requests, and activities using OFSC and other applicable systems.
• Replenish and replace consumables and supplies at assigned customer locations.
• Maintain accurate inventory records for parts, supplies, and customer assets.
• Monitor and return unused or excess Ricoh-owned supplies based on PAR-level requirements.
• Adhere to the IMACD process and communicate project and service statuses in a timely manner.
• Demonstrate strong technical expertise and customer relationship skills.
• Achieve productivity expectations consistent with workload assignments and experience level.
• Proactively communicate service status and issue resolution updates to customers.
• Provide fleet status and performance updates to Service Delivery Fleet Managers.
• Follow all Ricoh and customer safety and security requirements.
• Perform meter reads and meter captures at required intervals to support accurate billing.
• Travel between customer locations within a designated geographic territory as required.
• Manage device inventory and spare equipment while maintaining accurate asset records and mapping.
• Complete technical training on new equipment and technologies as assigned.
• Support equipment training initiatives.
• Assist with inventory management and implementation projects.
• Complete all required administrative tasks accurately and on time.
• Maintain a professional appearance and positive attitude.
• Perform other duties as assigned.

• High School Diploma or equivalent.
• Valid state driver's license.
• Minimum automobile insurance coverage in accordance with company policy.
• Ability to use a personal vehicle extensively for company business.

• Additional technical education or certifications.
• Coursework or experience involving:
  • Computers.
  • Electronics.
  • Mechanical systems.
• IT Help Desk experience, including hardware and application support.

• Working knowledge of:
  • Electro-mechanical devices.
  • Electrical circuitry.
  • Electronics.
  • Digital technologies.
• Methodical and analytical approach to problem-solving.
• Strong interpersonal and communication skills.
• Excellent customer service skills with a commitment to issue resolution and follow-up.
• Ability to read and interpret:
  • Technical manuals.
  • Parts catalogs.
  • Service documentation.
  • Industry publications.
• Ability to troubleshoot equipment issues and determine appropriate repairs or maintenance requirements.
• Capable of following established procedures while exercising sound judgment when diagnosing and resolving equipment problems.

• Typically works in customer office environments with normal lighting, ventilation, temperature, and noise conditions.
• Extensive daily travel between customer locations is generally required.
• May be assigned a walking territory within urban areas requiring significant travel by foot.
• Work is performed in a variety of weather conditions.
• Regular…