WorkMyWay

The Senior Field Representative, Field Services Support specializes in the maintenance and repair of advanced office equipment at customer locations within a designated geographic area. This role requires technical expertise in servicing complex products and providing second-level support to field technicians. Additionally, the position may involve leadership responsibilities as a Team Lead or Coordinator. An industry certification is required.

Primary Responsibilities

Technical Expertise & Equipment Servicing

• Perform diagnostics, troubleshooting, and repairs on black-and-white, color, and multifunctional office devices.

• Install, remove, and retrofit equipment, ensuring operational efficiency.

• Demonstrate advanced digital competencies required for assigned products.

• Complete technical training on new equipment as needed.

Customer Service & Relationship Management

• Provide exceptional support, handling complex customer issues with professionalism.

• Act as a liaison for unresolved technical problems, ensuring timely resolutions.

• Maintain positive relationships with customers, enhancing service satisfaction.

Territory & Inventory Management

• Manage a designated service territory, including parts inventory accuracy and backup plans.

• Collaborate with sales teams to identify opportunities for equipment upgrades and additional services.

• Ensure compliance with all company policies and administrative requirements.

Training & Leadership

• Conduct on-the-job training (OJT) and technical seminars for new and experienced technicians.

• Serve as a role model, demonstrating professionalism and leadership in all situations.

• Champion continuous improvement efforts within the team and organization.

Required Experience

• 3+ years of related experience, including at least 2 years in a Technology Service Consultant I role.

• Sustained performance standards maintained for a minimum of two years.

Required Education

• Completion of technical school.

• Must hold at least one industry certification.

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

Work Environment

• Frequent travel to customer locations, including walking territories in urban areas.

• Exposure to minor cuts, burns, chemical solvents, and cleaners.

• Occasional shift work, overtime, and on-call responsibilities.

• Handling equipment weighing up to 400 pounds (on wheels) and lifting objects up to 50 pounds.

• Regular use of hand tools requiring fine motor skills for small electronic and mechanical components.

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 team of information seekers and customer-obsessed collaborators who aspire to deliver the services, solutions, and technologies that empower business success. We are looking for talented, inspired individuals to join us to help drive high-performance team and our commitment to excellence.

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.

Invest in Yourself:
At Ricoh, you can:

• Choose from a broad selection of medical, dental, life, and disability insurance options.

• Contribute to your financial security with Retirement Savings Plan (401K), Health Savings Account (HSA), and Flexible Spending Account (FSA) investments.

• Augment your education with team member tuition assistance programs.

• Enjoy paid vacation time and paid holidays annually.

• Tap into many other benefits to enhance your health, wellness, and ongoing personal and professional development.