WorkMyWay

The Field Representative II, Print Support is responsible for the daily support of Ricoh-managed devices within the customer’s fleet. This role involves responding to customer requests for technical support, managing consumables, performing basic end-user device maintenance, and escalating service problems when necessary. Responsibilities also include procurement of printer hardware and inventory management of parts/consumables.

Primary Responsibilities:

• Ensure service level agreements (SLAs) are met between the customer and Ricoh.
• Monitor daily device service and supply alerts, and resolve service requests to meet SLAs.
• Maintain an accurate asset list and location of managed devices using available tools and databases.
• Identify opportunities for fleet optimization by identifying over/under-utilized devices.
• Provide professional and timely customer support; escalate service problems as needed.
• Follow the IMACD process, coordinate tasks, and manage status updates.
• Maintain adequate supply inventory and ensure appropriate PAR levels.
• Train customers and team members on Ricoh equipment and features.
• Minimize field service dispatch by utilizing support resources and escalate issues as necessary.
• Document troubleshooting information and assist in remote troubleshooting.
• Handle on-site hardware inventory and assist with printer procurement as required.
• Perform administrative tasks and exhibit a professional appearance.
• Other duties as assigned.

Required Experience:

• IT Help Desk Support experience (application & hardware support).
• Technical knowledge of network and site-specific printers.
• Strong customer service skills and effective communication.
• Project management skills and task prioritization.

Required Education:

• High School Diploma (or equivalent); additional education preferred.
• Completion of Ricoh Learning Institute courseware within the specified timeframe as assigned.

Working Conditions:

• Typically works in an office environment with adequate lighting and ventilation, and a normal range of temperature and noise levels.
• Requires internal contact within the department and external contact with customers, agencies, and vendors.
• Moderate physical effort is required, including walking, standing, bending, reaching, and lifting/carrying objects weighing up to 50 lbs.
• Regular use of basic skills (calculator, keyboard, hand tools, etc.).

About the Company:
Come Create at Ricoh:
Ricoh is an integrated solutions provider that connects people and technology to create outstanding customer experiences. The company empowers businesses to work smarter and deliver innovation worldwide. Ricoh delivers services and technologies that inspire success and guide organizations toward a better, more sustainable future. Join Ricoh to be part of a high-performance team driven by passion and purpose