WorkMyWay

Services and repairs a variety of office equipment at customer locations, typically within a specific geographic area. May serve as a specialist on certain products and/or in a Team Lead or Coordinator capacity. Industry certification required (1).

Job Duties and Responsibilities Technical Services

• Specializes in repair of a core set of highly complex office products
• Performs full range of procedures: diagnostics, installations, removals, and retrofits
• Troubleshoots and repairs components on B&W, color, and multifunctional devices
• Demonstrates required digital competencies and completes training on new equipment
• Works independently; meets productivity expectations

Technical Expertise & Leadership

• Provides 2nd-level technical support to technicians
• Conducts on-the-job training (OJT) and technical seminars
• Serves as a role model with professional appearance and behavior
• Champions team improvement and best practices

Territory & Inventory Management

• Manages territory, inventory, and customer relationships
• Assumes Field Technology Service Manager duties when needed
• Maintains accurate parts inventory and adheres to back-up procedures
• Completes administrative tasks in a timely and accurate manner
• Supports sales through lead generation opportunities

Customer Service

• Handles the most challenging service scenarios professionally
• Acts as liaison for unresolved technical issues
• Ensures high levels of customer satisfaction
• Maintains “car stock” inventory
• Performs other duties as assigned

Qualifications Education & Experience

• Technical school graduate with 3+ years of related experience
• Minimum of 2 years as a Technology Service Consultant I
• Sustained 2-year track record of meeting or exceeding performance expectations
• At least 1 industry certification
• Valid driver’s license and insurance as per Ricoh policy

Knowledge, Skills, and Abilities

• Strong understanding of electro-mechanical devices and electronics
• Expert knowledge of assigned equipment
• Effective, methodical problem solver
• Excellent communication and customer service skills
• Proficient in reading technical materials (manuals, parts books, etc.)

Working Conditions & Physical Requirements

• Primarily office environments with standard lighting and noise
• Extensive daily travel required (vehicle or walking territory) in all weather
• Exposure to minor hazards (cuts, burns) and frequent use of chemical solvents
• May require shift work, overtime, and on-call availability
• Regular contact with internal teams and customers

Physical Demands:

• Push/pull equipment up to 400 lbs; lift up to 50 lbs
• Frequent standing, walking, bending, squatting, and kneeling
• Work in tight/low spaces and upstairs locations
• Requires use of hand tools and fine motor skills for intricate repairs