Talent Solutions

The Senior Field Representative specializes in servicing and repairing a variety of highly complex office equipment at customer locations within a designated geographic area. The role may include additional responsibilities as a Team Lead or Coordinator. This position requires one industry certification and offers the opportunity to work under minimal supervision while managing territory, inventory, and customer relationships. This role also involves driving revenue-generating opportunities through service and supply leads.

Primary Responsibilities:

• Servicing and Repair:

  • Specializes in the servicing and repair of complex office equipment, including diagnostics, installation, removal, and retrofits.
  • Performs troubleshooting and repairs or replaces equipment components on black & white, color, and multifunctional devices.
  • Completes technical training on new equipment as assigned.

• Technical Support & Training:

  • Provides second-level technical support to other technicians.
  • Conducts on-the-job training (OJT) for new and experienced technicians.
  • Leads technical seminars and serves as a role model in professionalism and technical expertise.

• Territory & Inventory Management:

  • Manages own parts inventory and maintains a high degree of accuracy.
  • Executes territory management and call handling procedures effectively.
  • Collaborates with sales partners to maximize equipment leads and upgrade opportunities.

• Customer Service:

  • Handles difficult customer situations and provides high-quality service.
  • Serves as a communication link for unresolved technical problems.
  • Maintains productive relationships with external customers, ensuring satisfaction and resolving equipment issues.

• Administrative Responsibilities:

  • Completes administrative tasks in a timely and accurate manner.
  • Adheres to all company policies and safety guidelines.

Required Experience:

• Minimum of 3 years of related experience, including at least 2 years as a Technology Service Consultant I.
• Requires 1 industry certification and proven performance at meets or exceeds performance levels.
• Experience in electro-mechanical devices and electronics.
• Expertise in servicing and troubleshooting assigned equipment.

Required Education:

• High school diploma or equivalent, with a preference for completion of technical school.

Work Environment:

• Typical office environment with adequate lighting, ventilation, and temperature control.
• Extensive daily travel between customer locations, often by car, and potentially by foot within a limited urban area.
• Exposure to conditions that may result in minor cuts, burns, or chemical solvents.
• Periodic shift work, overtime, on-call, or standby may be required.

About the Company: This position is with Ricoh, a global leader in imaging and document solutions, dedicated to improving productivity and sustainability for customers across the world. Ricoh values innovation and strives to create diverse, inclusive environments where employees can grow and develop their careers.