Print Support Technician

Field Representative II - Print Support Position Profile

The Field Representative II is responsible for the daily onsite support of assigned Ricoh-managed devices within the customer's print fleet. This role responds to customer requests for technical support and training with a strong focus on customer service excellence.

Responsibilities include consumable management (toner, labels, paper, etc.), facilitation of service and supply requests, basic end-user maintenance, and escalation of service issues as needed. The role may also involve printer procurement and management of on-site parts and consumables inventory.

Job Duties and Responsibilities

• Ensure all Service Level Agreements (SLAs) between Ricoh and the customer are consistently met
• Monitor device service and supply alerts daily, responding to and resolving service requests to maintain device availability
• Maintain accurate asset records and device locations using printer fleet tools and databases
• Support continuous fleet optimization efforts, including identification of over-utilized, under-utilized, frequently serviced, and exception devices
• Respond to customer support requests in a timely, accurate, and professional manner; escalate service issues when required
• Adhere to the IMACD process by coordinating tasks, managing service requests, and communicating status updates promptly
• Maintain adequate supplies inventory levels based on device usage and volume requirements
• Order supplies and maintain appropriate PAR (Periodic Automatic Replacement) levels
• Monitor, return, and manage unused or excess Ricoh-owned supplies per PAR guidelines
• Document and report all fleet meter reads
• Provide end-user training on Ricoh equipment functionality and features
• Deliver team member training and assist with device mapping
• Utilize available support resources to reduce field service dispatch; escalate to Level 2 support as necessary
• Proactively communicate issue status and resolution updates to customers
• Provide detailed remote-access usage guidance and document complete troubleshooting steps
• Assist with hot-swap tasks to ensure continuity of user experience
• Relocate desktop printers only upon approval through the Service Request (SR) process
• Manage on-site hardware inventory, including hot-swap inventory
• Manage printer procurement as required by the customer
• Support inventory management and implementation efforts
• Complete all required administrative tasks accurately and on time
• Maintain a professional appearance and demonstrate a positive demeanor
• Perform other duties as assigned

Qualifications (Education, Experience, and Certifications)

Typically requires:

• High School Diploma or equivalent (additional education preferred)
• Experience in IT Help Desk Support, including application and hardware support
• Technical training and/or certifications (e.g., HP Certifications)
• Completion of Ricoh Learning Institute courseware within assigned timelines, as directed by management

Knowledge, Skills, and Abilities

• Excellent customer service skills, including strong follow-up and issue resolution abilities
• Effective verbal and interpersonal communication skills
• Ability to prioritize tasks and manage multiple requests in a fast-paced environment
• Strong technical knowledge of network printers, site-specific devices, and Ricoh products
• Methodical, analytical approach to troubleshooting and problem resolution

Working Conditions, Mental and Physical Demands

• Typically works in an office or customer site environment with standard lighting, ventilation, noise, and temperature
• Requires interaction with internal teams and external customers, vendors, and agencies
• Work assignments are varied; established processes are used, with flexibility to develop alternative solutions as needed
• Requires modest physical effort, including walking, standing, bending, reaching, lifting, or carrying items up to 50 lbs
• Requires moderate dexterity, including regular use of keyboards, hand tools, calculators, and eye-hand coordination

Disclaimer

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