Talent Solutions

The Senior Field Representative, Support CIP is responsible for providing expert-level services including product configuration, installation, troubleshooting, and customer training. This role is key to ensuring Ricoh’s product offerings meet customer needs through high-quality technical service and support. The position also involves identifying volume-building opportunities and managing a range of customer and administrative responsibilities. Extensive travel and physical activity, such as lifting and moving equipment, are required.

Primary Responsibilities

• Technical

  • Perform expert-level product specialist solution services, including configuring, installing, troubleshooting, networking, maintaining, and training on assigned products and services.
  • Conduct product repairs, customer training, and workflow observations while sharing solutions to improve operational efficiency.
  • Proactively identify and pursue opportunities to increase the utilization of Ricoh products, services, and supplies.
  • Assemble, adjust, and maintain products per specifications, and serve as a resource for others in troubleshooting and solutions.

• Customer Services

  • Maintain professional, productive relationships with customers and Ricoh personnel, contributing to the overall success of the team.
  • Promote Ricoh’s support functions and anticipate customer needs, managing service expectations effectively.

• Manage Workload

  • Manage own time and schedule efficiently, including support for solutions time and scheduling.
  • Adhere to call handling and field management procedures while ensuring the timely completion of service calls and administrative duties.

• Administrative

  • Complete required administrative tasks, including maintaining logs, reports, and documentation accurately and on time.
  • Track and report time and activities using the proper tracking system.
  • Manage on-site inventories and "car stock" as required for the role.

• Results

  • Meet expected productivity levels based on workload and experience.
  • Participate in Ricoh’s Extra Value program and bill accordingly.
  • Complete additional duties as assigned.

Required Experience

• A valid state driver’s license and minimum auto insurance coverage required.
• Prior experience with computers, electronics, mechanics, network basics, and printing software preferred.
• Experience with the Technology Services Training Role Inventory and Certification Program is necessary.

Required Education

• High school diploma required.
• Relevant classes and training in electronics, mechanics, or computer systems is highly desirable.

Working Conditions

• Extensive daily travel between customer locations, primarily by automobile, and occasionally on foot in urban areas.
• Work may be required outdoors and in various weather conditions.
• Occasional overnight travel may be necessary.
• Ability to move objects up to 400 pounds and lift up to 50 pounds.
• Frequent bending, stooping, squatting, and kneeling to service equipment at various heights, using a ladder as needed.
• Shift work, overtime, and on-call requirements may apply.
• Periodic stress due to deadlines, performance expectations, and customer service challenges.

About the Company
Ricoh is a global leader in digital office equipment, providing solutions in imaging, IT services, and document management. The company is committed to innovation, customer satisfaction, and providing high-quality services across multiple industries. Ricoh fosters a culture of continuous improvement and values the development of its employees.