Senior Field Service Representative

Company Description

Ricoh USA, Inc. brings people, processes, and technology together to help organizations make information work more effectively. As a global leader in information management and digital services, Ricoh supports over 1.4 million businesses in gaining competitive advantage through smarter use of data and insights. Team members collaborate across a wide range of industries, leveraging innovative solutions to uncover trapped and hidden information.

Ricoh believes that access to the right information leads to greater business agility, more human-centered experiences, and success in today's hybrid and borderless work environment. The company fosters a culture of innovation, customer focus, and continuous improvement.

The Senior Field Service Representative is a full-time, hybrid role based in Addison, IL, with some work-from-home flexibility. This role is responsible for installing, maintaining, and repairing Ricoh equipment and solutions at customer sites, ensuring reliable performance and minimal downtime. Day-to-day tasks include diagnosing technical issues, performing routine preventive maintenance, and completing service calls in a timely and professional manner. The Senior Field Service Representative collaborates with customers to understand their operational needs, provides user training on equipment and software, and communicates service status and recommendations clearly.

The role also involves documenting service activities, following safety and compliance standards, mentoring junior service staff, and supporting continuous improvement in service quality and customer satisfaction.

• Strong technical aptitude with experience troubleshooting and repairing office equipment, imaging devices, or related hardware and software solutions.
• Excellent customer service, communication, and interpersonal skills to build trust and maintain long-term client relationships.
• Solid organizational and time-management abilities, including planning service routes, prioritizing tasks, and completing detailed service documentation.
• Proficiency with basic IT concepts, including networking, connectivity, and device configuration; comfort working in hybrid and digital environments.
• Prior field service or technical support experience, preferably in office technology or information management sectors.
• Ability to work independently, travel locally to customer sites, and adhere to safety and quality standards.
• High school diploma or equivalent required; additional technical certifications or vocational training are beneficial.
• Valid driver's license and reliable transportation; willingness to participate in ongoing training and skill development.