WorkMyWay

The Field Specialist, Field Services Support is responsible for servicing and repairing a wide range of office equipment at customer locations within a designated geographic area. This role requires specialized technical expertise, strong problem-solving skills, and at least one industry certification. The Field Specialist may also serve as a team lead, providing advanced training and second-level technical support.

Primary Responsibilities

Technical Expertise & Equipment Servicing

• Diagnose, service, and repair complex office equipment, including B&W, color, and multifunctional devices

• Provide second-level technical support and act as a key troubleshooting resource

• Perform installations, retrofits, diagnostics, and repairs

• Stay current on technical advancements through continuous training

Customer Engagement & Service Excellence

• Handle challenging customer interactions with professionalism

• Resolve complex service issues while ensuring high client satisfaction

• Manage service call efficiency and maintain strong customer relationships

Leadership & Training

• Lead on-the-job training (OJT) and conduct technical seminars

• Support technician development and identify process improvement opportunities

• Act as a role model for professionalism and problem-solving

Inventory & Territory Management

• Maintain accurate inventory control and manage “car stock”

• Collaborate with sales teams to identify leads and upgrade opportunities

• Follow territory back-up plans and adhere to service protocols

Business Growth & Revenue Development

• Generate new business through supply leads, contract sales, and print assessments

• Identify ways to enhance service offerings and customer support

Required Experience

• Technical school education

• 3+ years of relevant field service experience, including 2+ years as a Technology Service Consultant I

• At least one industry certification

• Valid driver’s license and auto insurance per company policy

Required Education

• Technical school education

Working Conditions

• Extensive daily travel by automobile; urban foot travel may be required

• Exposure to weather conditions and occasional outdoor work

• Frequent lifting (up to 50 lbs), bending, kneeling, and moving equipment (up to 400 lbs)

• Use of hand tools, diagnostic and electronic testing devices

• Potential exposure to solvents and mechanical components

• Occasional shift work, overtime, stand-by, or on-call duties

About the Company
Ricoh is an integrated solutions provider that connects people and technology to deliver innovation and empower digital workplaces. We help individuals work smarter and unlock organizational potential by transforming how information is collected, stored, managed, and shared. Ricoh offers a purpose-driven and collaborative team environment committed to delivering excellence and a better, more sustainable future.

At Ricoh, team members benefit from:

• A variety of medical, dental, life, and disability insurance options

• Retirement Savings Plan (401K), HSA, and FSA options

• Tuition assistance programs

• Paid vacation and holidays

• Comprehensive wellness and professional development resources