WorkMyWay

The Field Representative II, Field Services Support is responsible for servicing and repairing various company products and systems at customer locations within a designated geographic area. This role requires the ability to handle a full workload in both standalone and networked environments.

Location of This Position: Austin, TX, United States (Remote)

Primary Responsibilities:

• Productivity: Achieve expected productivity levels based on assigned workload and experience.
• Territory & Inventory Management: Manage territory, inventory, and customer relationships efficiently.
• Customer Relations: Demonstrate exceptional technical and customer relation skills.
• Revenue Generation: Actively drive revenue through supply leads, contract sales, network support contract leads, equipment, and print assessment leads.
• Service & Repair: Perform comprehensive servicing and repair procedures, including diagnostics, installation, removal, and retrofits on assigned equipment.
• Basic Network Setup: Conduct Basic Connected installations, set up IP addresses, download printer drivers, and provide customer training on printing functions.
• Troubleshooting & Repair: Address and resolve equipment issues, including troubleshooting and replacing necessary components on B&W, color, and multifunctional devices.
• Technical Training: Complete technical training on new equipment as assigned.
• Territory Procedures: Execute all required territory management and call handling procedures effectively.
• Collaboration: Collaborate with sales partners to maximize equipment leads and upgrade opportunities.
• Inventory Accuracy: Maintain and manage own parts inventory with high accuracy.
• Backup Plans: Adhere to territory backup plans.
• Administrative Tasks: Complete all required administrative tasks accurately and on time.
• Policy Compliance: Comply with all company policies.
• Customer Service: Determine service needs on equipment and ensure high customer satisfaction with the service performed.
• Technical Assistance: Provide technical assistance to less experienced technicians.
• Professionalism: Exhibit a professional appearance and demeanor at all times.
• Team Collaboration: Maintain productive, professional relationships with all company personnel and be a positive, contributing team member.
• Car Stock Inventory: Maintain a "car stock" inventory.
• Additional Duties: Perform other duties as assigned.

Required Experience:

• Journeyman-level technical knowledge typically gained through completion of technical school and 2+ years of related experience.
• Valid state driver's license and minimum level of auto insurance coverage per company policy, as the position requires extensive use of a personal car on company business.
• Strong working knowledge of electro-mechanical devices, electrical circuitry, and digital competencies.
• Experience in troubleshooting and routine servicing of parts.
• Competent in using PCs and associated software applications.

Required Education:

• Technical school completion or equivalent related experience.

Working Conditions and Physical Demands:

• Work in an office environment with adequate lighting, ventilation, and normal range temperature and noise levels.
• Extensive daily travel by car between customer locations, or on foot within a limited urban area, under various weather conditions.
• Possible minor cuts and burns exposure; frequent use of chemical solvents and cleaners.
• May require shift work, overtime, stand-by, and/or on-call duties.
• Regular internal contact with the service call center via telephone and wireless communication, and daily external contact with customers.
• Daily physical effort to move objects up to 400 pounds and carry objects up to 50 pounds.
• Frequent stooping, bending, squatting, and kneeling.
• High level of dexterity using hand tools, including screwdrivers, pliers, wrenches, and electronic testing equipment.

About the Company: Ricoh is an integrated solutions provider and partner that connects people and technology, creates outstanding customer experiences, and delivers innovation for businesses worldwide. We empower digital workplaces by enabling individuals to work smarter from any location and harness the power of information—how it is collected, stored, managed, and shared—to unlock the potential in every organization. We deliver services and technologies that inspire our customers’ success and guide them toward a better and more sustainable future. If you are seeking a purpose-driven and passionate team, come create with us, and help drive our high-performance culture of excellence into tomorrow