Field Representative II, First Responder Print

Position Title: Field Representative II, First Responder Print Position Profile
Responsible for the daily support, service, repair, and availability of RICOH-managed devices within a specified geographic area. This includes responding to customer requests, service alerts, and providing technical support and training with a strong focus on customer service.

Capable of device setup, installation, preventative maintenance, and routine service of RICOH and third-party devices. Supported device types include printers, multifunctional devices, and other assets under RICOH's Service Advantage program (e.g., thermal printers, lockers, robots).

Responsibilities may also include procurement of printer hardware and management of on-site parts/consumables inventory.
Key Responsibilities

• Ensure service level agreements (SLAs) between customer and RICOH are met.
• Respond promptly and professionally to customer support requests.
• Maintain accurate asset lists and device locations using fleet tools and databases.
• Replenish and replace consumables and supplies at assigned locations.
• Monitor device alerts and resolve service requests to maintain device availability.
• Support fleet optimization by identifying under/over-utilized and frequently serviced devices.
• Provide training on RICOH equipment and features to end users and team members.
• Perform full range of servicing and repairs including troubleshooting, diagnostics, installations, and retrofits.
• Document service calls using RICOH OFSC and customer systems.
• Escalate unresolved issues to Level 2 support when necessary.
• Communicate proactively with customers regarding issue resolution.
• Assist with hot swap tasks and coordinate remapping with end users.
• Report network, application, and workstation issues through established channels.
• Perform basic and advanced installations, including IP setup and driver downloads.
• Adhere to IMACD processes and manage functional tasks and communications.
• Move desktop printers only with SR process approval.
• Maintain adequate inventory levels and manage supply ordering and PAR levels.
• Monitor and return unused/excess RICOH supplies.
• Manage on-site hardware and hot swap inventory.
• Document and report fleet meter reads.
• Complete technical training on new equipment.
• Support inventory and implementation efforts.
• Complete administrative tasks accurately and timely.
• Maintain professional appearance and demeanor.
• Perform other duties as assigned.

Qualifications

• High School Diploma or equivalent (additional education preferred).
• IT Help Desk Support experience (application & hardware) preferred.
• Technical training and certifications (HP certifications preferred).
• Completion of Ricoh Learning Institute coursework within assigned timeframe.

Knowledge, Skills, and Abilities

• Excellent customer service and interpersonal skills.
• Strong verbal communication and follow-up abilities.
• Good project management and task prioritization skills.
• Technical knowledge of network and site-specific printers.
• Familiarity with RICOH products and electro-mechanical devices.
• Methodical problem-solving approach.
• Ability to read and comprehend technical manuals and documentation.
• Use of limited judgment for troubleshooting and routine servicing.

Working Conditions & Physical Demands

• Office environment with standard lighting, ventilation, and noise levels.
• Internal and external contact with departments, customers, vendors, etc.
• Diversified work assignments with precedent-based problem resolution.
• Modest physical effort including walking, standing, bending, and lifting up to 50 lbs.
• High dexterity required for use of hand tools and fine-motor tasks on small components.