Senior Field Representative, Field Services

Job Overview

Corporate HR Specialist Senior Field Representative, Field Services Support – POSITION PROFILE

Provides services and repairs a variety of office equipment at customer locations within a specific geographic area. Serves as a specialist on certain products and may act as a Team Lead/Coordinator. Requires 1 industry certification.

• Specializes in servicing and repair of core complex office products.
• Manages territory, inventory, and customer relationships.
• Provides 2nd level technical support to other technicians.
• Achieves expected productivity levels.
• Drives revenue‑generating opportunities through supply leads, contract sales, network support contract leads, and equipment and print assessment leads.
• Works under minimal supervision.

• Conducts on‑the‑job training for new and experienced technicians.
• Conducts technical seminars as required.
• Acts as a role model and maintains professional appearance and behavior.
• Serves as a positive influence within the team and organization.
• Proactively seeks ways to improve processes.

• Assumes responsibilities of Field Technology Service Manager when required.
• Executes territory management and call handling procedures.
• Collaborates with sales partners to maximize equipment leads and upgrade opportunities.
• Maintains accurate parts inventory.
• Adheres to territory backup plans.
• Completes required administrative tasks accurately and timely.
• Complies with all company policies.

• Effectively handles difficult customer situations.
• Acts as a communication link on unresolved technical problems.
• Determines service needs on equipment and ensures customer satisfaction.
• Maintains productive professional relationships with all company personnel.
• Maintains a “car stock” inventory.
• Performs other duties as assigned.

• High level technical skills gained through technical school and 3+ years of experience, including at least 2 years as a Technology Service Consultant I.
• 1 industry certification with sustained performance for at least 2 years.
• Valid state driver’s license and required insurance coverage per Ricoh policy.

• Excellent working knowledge of electro‑mechanical devices and electronics.
• Expert knowledge of assigned equipment.
• Methodical problem‑solving approach.
• Strong interpersonal and verbal communication skills.
• Excellent customer service skills with the ability to follow up on issue closure.
• Ability to read and comprehend written technical information.

• Typically works in an office environment with adequate lighting and ventilation.
• Extensive daily travel in an automobile between customer locations; walking territory may involve foot travel.
• Work exposes individuals to minor cuts, burns, chemical solvents, and cleaners.
• Shift work, overtime, stand‑by, and on‑call may be required.
• Daily internal contact with dispatch via telephone for service call instructions.
• Routine contact with parts department and Field Service Manager for parts and direction.
• Daily external contact with customers to investigate and resolve equipment problems.
• Job involves physical effort to move up to 400‑pound objects, lift up to 50‑pound objects, frequent walking, standing, bending, reaching, lifting, stooping, squatting, and kneeling.
• Tool cases and service tools weighing 25–50 pounds transported to various locations.
• Requires high dexterity in using hand tools and fine‑motor skills for small components.

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, skills, efforts or working conditions associated with a job.

• Choose from a broad selection of medical, dental, life, and disability insurance options.
• Contribute to a 401(k), HSA, and FSA investments.
• Augment education with tuition assistance programs.
• Enjoy paid vacation time and paid holidays annually.
• Tap into other benefits to enhance health, wellness, and ongoing personal and professional development.