Field Representative II, MS Onsite Technical Support

Field Representative II, MS Onsite Technical Support

POSITION PROFILE

May do one or more of the following for high-end equipment (segment 5+); press operation, copier operation, bindery, fulfillment, QC, final check, pickup/delivery, facility maintenance, mailroom duties. This is an allocated position and exists only when business needs warrant it and must be approved by the Regional Director. This position reports directly to Managed Services Site Leadership, depending on site personnel configuration.

Job Duties and Responsibilities

• Follows Ricoh Service Excellence performance requirements.
• Responsible for any or all of the following functions: copy and mail center services, conference room and AV management, convenience copier fleet management, and various support services.
• Achieves customer satisfaction by consistently preparing, inspecting, compiling, and assembling projects accurately and on time.
• Meets deadlines by working at a quick and steady pace while maintaining quality and error-free work.
• Achieves Time Productive statistics by meeting standards established by the facility.
• Maintains all required reporting tools.
• Demonstrates the ability to calibrate equipment to match originals in color and quality.
• Transfers files electronically from the network to color equipment.
• Produces error-free work by demonstrating operational knowledge of duplication equipment.
• Maximizes print performance by performing at least two functions simultaneously on print equipment.
• Troubleshoots hardware and software issues with equipment.
• Maintains optimal machine performance by resolving simple issues (e.g., clearing jams, refilling toner, replacing machine oil) and understanding machine codes for reporting failures.
• Presents a professional appearance in accordance with company dress standards.
• Maintains a clean and organized work area.
• Maintains and orders inventory of equipment parts per company guidelines.
• Meets attendance standards by arriving punctually and working all scheduled hours, including required overtime.
• Organizes jobs by validating job name and number, reading instructions, and preparing supplies.
• Performs a full range of service procedures including diagnostics, installation, removal, and retrofits on complex office products.
• Demonstrates required digital competencies for assigned products and levels.
• Troubleshoots and repairs or replaces equipment components as needed.
• Completes technical training on new equipment as assigned.
• Performs other duties as assigned.

Qualifications (Education, Experience, and Certifications)

• High school diploma or equivalent required.
• Minimum of 3 years of related experience required; 5 years preferred.

Knowledge, Skills, and Abilities

• Excellent customer service skills.
• Strong organizational skills and ability to prioritize.
• Ability to use, calibrate, and troubleshoot office and complex technical equipment.

Working Conditions, Mental and Physical Demands

• Typically an office environment with adequate lighting, ventilation, and normal temperature and noise levels.
• Work assignments are varied and require interpreting, comprehending, and applying complex material and instructions.
• Some physical effort required: walking, standing, bending, reaching, and lifting or carrying objects up to 50 lbs (e.g., papers, books, files, small parts).
• Moderate dexterity required for regular use of tools and equipment (e.g., calculator, keyboard, hand tools, 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.