WorkMyWay

Position Title:

Senior Field Representative – Field Services Support Reports To: Corporate HR Specialist

Position Summary

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