Field Representative II, Print Support

Field Representative II, Print Support

Position Profile: Responsible for the daily support of assigned RICOH managed devices within the customer's fleet. Responds to customer requests for technical support and training with a focus on customer service. Responsible for consumable (toner, labels, paper, etc.) replenishment, appropriately facilitating service and supply requests. Capable of performing basic end-user device maintenance tasks, escalating service problems as necessary. Responsibilities may include the procurement of printer hardware and the management of an on-site parts/consumables inventory.

Job Duties and Responsibilities:

• Works to ensure that the service level agreements (SLAs) between the customer and RICOH are achieved.
• Responsible for the daily monitoring of device service and supply alerts, responding to and resolving service requests so device availability meets service level agreements.
• Maintains an accurate asset list and location of managed devices with available printer fleet tools and databases.
• Supports continuous fleet optimization efforts through identification of over/under-utilized, frequently serviced, and exception devices.
• Responds to customer support requests and ensures that they are resolved quickly, accurately, and professionally. Escalates service problems as necessary.
• Adheres to IMACD process, coordinating and supporting functional tasks, managing, and communicating statuses in a timely manner.
• Maintains an adequate supplies inventory level for devices and their volume requirements.
• Responsible for supply ordering and maintaining appropriate PAR (Periodic Automatic Replacement) levels.
• Monitors and returns unused and excess RICOH-owned supplies as PAR levels dictate.
• Documents and reports all fleet meter reads.
• Provides training on the use of RICOH equipment and features.
• Provides team member training on the use of equipment and features and aids in mapping devices.
• Utilizes support resources to minimize field service dispatch and then escalates issues to Level 2 support, as necessary.
• Proactively communicates to the customer the status of problem resolution.
• Provides the end users with detailed remote access knowledge and documents complete troubleshooting information.
• Assists in hot swap tasks needed to ensure users' experience stays intact.
• Responsible for moving desktop printers to a new location only with approval through the SR process.
• Manages on-site hardware inventory.
• Manages printer procurement as required by the customer.
• Manages hot swap inventory.
• Supports inventory and implementation efforts.
• Completes all required administrative tasks in an accurate and timely manner.
• Exhibits a professional appearance and positive demeanor.
• Performs other duties as assigned.

Qualifications (Education, Experience, and Certifications):

• High School Diploma (or equivalent) with additional education preferred.
• IT Help Desk Support experience (application & hardware support).
• Technical Training & Certifications: HP Certifications.
• Completion of Ricoh Learning Institute courseware within the specified timeframe as assigned/directed by management.

Knowledge, Skills, and Abilities:

• Excellent customer service skills, including the ability to follow up to ensure closure of issues and communicate effectively.
• Good project management skills and ability to prioritize tasks.
• Strong technical knowledge of network and site-specific printers, and company products.
• Strong interpersonal and verbal communication skills.
• Methodical approach to resolving problems.

Working Conditions, Mental and Physical Demands:

• Typically works in an office environment with adequate lighting and ventilation, and a normal range of temperature and noise level.
• Requires internal contact within the department and with other corporate personnel, and external contact with customers, agencies, vendors, etc.
• Work assignments are diversified. Examples of past precedent are used to resolve work problems. New alternatives may be developed to resolve problems.
• Modest physical effort is required. Work does require walking, standing, bending, reaching, lifting, or carrying objects that may weigh up to 50 lbs. (e.g., papers, books, files, and small parts, etc.).
• Requires moderate dexterity - regular application of basic skills (calculator, keyboard, hand tools, and eye/hand coordination).

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.