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General Information

Client
Ricoh
Job Category
Service / Repair
City
Houston
State
Texas
Work Style
Field

Job Description & Requirements

The Field Representative II in Field Services Support is responsible for servicing and repairing a variety of company products and systems at customer locations. This role requires handling a full workload in standalone or networked environments, while managing territory, inventory, and customer relationships. The Field Representative ensures excellent technical service, actively drives revenue-generating opportunities, and works closely with sales partners to maximize opportunities for equipment and contract sales.

Primary Responsibilities

  • Productivity and Territory Management

    • Achieves expected productivity levels based on experience and workload.
    • Manages territory, inventory, and customer relationships.
    • Executes all required territory management and call-handling procedures.
    • Works closely with sales partners to maximize equipment leads and upgrade opportunities.
    • Maintains and manages own parts inventory with a high degree of accuracy.
  • Technical Service & Repair

    • Performs a range of servicing and repair procedures, including diagnostics, installations, removals, and retrofits.
    • Performs Basic Connected installations, sets up IP addresses, downloads printer drivers, and provides customer training on printing functions.
    • Troubleshoots and repairs or replaces equipment components for B&W, color, and multifunctional devices.
    • Completes technical training on new equipment as assigned.
  • Customer Service & Support

    • Interacts with external customers to assess service needs and ensure satisfaction.
    • Provides technical assistance to less experienced technicians.
    • Exhibits professional appearance and demeanor at all times.
    • Maintains productive relationships with all company personnel and is a positive team member.
    • Responsible for maintaining a "car stock" inventory.
  • Administrative Duties

    • Completes all required administrative tasks in an accurate and timely manner.
    • Complies with all company policies and procedures.
    • Performs other duties as assigned.

Required Experience

  • Technical Expertise

    • Typically requires journeyman-level technical knowledge gained through completion of technical school and 2+ years of related experience.
    • Strong working knowledge of electro-mechanical devices, electrical circuitry, electronics, and varying levels of digital competency.
    • Ability to follow pre-established guidelines, using judgment to troubleshoot and determine required servicing or parts.
  • Skills & Abilities

    • Strong interpersonal and verbal communication skills.
    • Excellent customer service skills, including the ability to follow up to ensure resolution of issues.
    • Ability to read and comprehend written technical information, such as manuals and parts books.
    • Working knowledge of PCs and associated software applications.
  • Driver’s License & Auto Insurance

    • A valid state driver's license and minimum level of auto insurance coverage are required due to the extensive use of a personal vehicle for company business.

Required Education

  • Completion of technical school or equivalent education and 2+ years of relevant experience.

Working Conditions

  • Environment

    • Typically works in an office environment with adequate lighting, ventilation, and normal temperature and noise ranges.
    • Requires extensive daily travel in an automobile between customer locations; occasional foot travel for walking territories in urban areas.
    • Exposure to conditions that could result in minor cuts and burns; frequent exposure to chemical solvents and cleaners.
    • Shift work, overtime, stand-by, and/or on-call duties may be required.
  • Physical Demands

    • Physical effort is required to move objects up to 400 pounds and lift and carry objects up to 50 pounds.
    • Frequent stooping, bending, squatting, and kneeling are required for servicing equipment at floor level.
    • High dexterity is required for using various hand tools, including screwdrivers, pliers, wrenches, and electronic testing equipment.
About the Company
Come Create at Ricoh: If you are seeking a team driven by passion and purpose, come create with us at Ricoh. We are a group of information seekers and customer-obsessed collaborators dedicated to delivering services, solutions, and technologies that empower business success. We are looking for talented, inspired individuals to join us in driving high-performance teams and our commitment to excellence. At Ricoh, your contributions will help shape the future of our industry.