WorkMyWay

The Field Representative I, Services Onsite Technician is responsible for the daily support, service, repair, and availability of RICOH-managed devices within a specified geographic area. Key responsibilities include:

• Responding to service requests and device alerts
• Providing technical support and training with a customer service focus
• Performing device setup, installation, preventative maintenance, and routine service
• Servicing printers, multi-functional devices, and other assets (e.g., thermal printers, lockers, robots)
• Documenting service calls using RICOH OFSC and customer systems
• Ensuring service level agreements (SLAs) are met

• Monitor device service and supply alerts; resolve service requests to meet SLAs
• Perform troubleshooting, diagnostics, installation, component replacement, and retrofits
• Use remote support tools to minimize dispatches
• Escalate issues to Level 2 or technician support when needed
• Conduct basic and advanced installations, IP setup, driver downloads, and customer training
• Document all service activity using OFSC and other systems
• Replenish and replace device consumables and supplies
• Manage parts, supply, and asset inventories accurately
• Return unused/excess RICOH supplies per PAR levels
• Follow IMACD processes and communicate task statuses
• Demonstrate technical expertise and strong customer relations
• Meet productivity expectations based on workload and experience
• Communicate proactively with customers regarding issue resolution
• Provide fleet status updates to Service Delivery managers
• Adhere to RICOH and customer safety/security protocols
• Perform meter reads for accurate billing
• Travel between customer locations within assigned territory
• Maintain up-to-date device inventory and mapping
• Complete training on new equipment
• Support equipment training and inventory implementation
• Complete administrative tasks accurately and on time
• Maintain professional appearance and demeanor
• Perform other duties as assigned

• High School Diploma or equivalent (additional education preferred)
• Valid state driver’s license and auto insurance per company policy (extensive car use required)
• Preferred: coursework and experience in computers, electronics, mechanics
• Preferred: IT Help Desk Support experience (application & hardware)

• Basic knowledge of electro-mechanical devices, circuitry, electronics, and digital tools
• Methodical problem-solving approach
• Strong interpersonal and verbal communication skills
• Excellent customer service and follow-up abilities
• Ability to read and comprehend technical manuals and publications
• Ability to follow guidelines and use judgment for troubleshooting and servicing

• Office environment with standard lighting, ventilation, and noise levels
• Extensive daily travel by car or foot (weather conditions vary)
• Exposure to minor cuts, burns, chemical solvents, and cleaners
• May require shift work, overtime, stand-by, or on-call availability
• Daily contact with service call center and parts department
• Regular interaction with Field Technology Service Manager and customers
• Occasional stress due to service volume and dissatisfied customers
• Physical effort to move wheeled objects up to 400 lbs
• Frequent stooping, bending, squatting, and kneeling
• Carrying tool cases up to 50 lbs, often upstairs
• High dexterity required for hand tools and fine-motor tasks

These statements describe the general nature and level of work performed. They are not exhaustive of all responsibilities, skills, or conditions associated with the role.