WorkMyWay

As a Field Services Support Specialist II, you’ll be the go-to expert for delivering technical service, training, and support across Ricoh’s product and solution offerings. This role demands a high level of independence, technical proficiency, and customer focus, with opportunities to lead, mentor, and contribute to new business initiatives.

Configure, install, troubleshoot, network, and maintain Ricoh products and services.

Analyze complex data to drive service improvements.

Identify and promote upgrades and usage opportunities for Ricoh solutions.

Assemble and adjust equipment per specifications; share product expertise.

Lead or coordinate team efforts when needed.

Deliver full-service support including customer training and workflow optimization.

Promote Ricoh’s support offerings and anticipate customer needs.

Build and maintain professional relationships with customers and Ricoh teams.

Represent Ricoh with professionalism and integrity.

Manage a full workload while meeting response, repair, and quality targets.

Follow field call management protocols and workload procedures.

Complete logs, reports, and tracking tasks accurately and on time.

Maintain inventory (car stock or on-site) as assigned.

Ensure compliance with company policies and documentation standards.

Meet productivity benchmarks based on experience and workload.

Participate in Ricoh’s Extra Value programs (e.g., CS212) and bill accordingly.

Take on additional duties as assigned.

Valid driver’s license and auto insurance (for roles involving travel).

High school diploma required; technical coursework in computers, electronics, or networking preferred.

Must meet certification standards outlined in Ricoh’s Technology Services Training Role Inventory.

Self-driven, goal-oriented, and committed to continuous learning.

Strong multitasking, prioritization, and problem-solving abilities.

Excellent communication, organizational, and interpersonal skills.

Professional under pressure; adept at navigating technical and customer challenges.

Proficient in Microsoft Office and mobile/computer technologies.

Extensive daily travel by car or on foot (urban assignments); exposure to varied weather.

Occasional overnight travel may be required.

Physical demands include lifting up to 50 lbs and moving equipment up to 400 lbs.

Frequent bending, kneeling, and ladder use.

May involve shift work, overtime, and on-call duties.

Periodic stress due to deadlines, call volume, and customer interactions.