Talent Solutions

The Senior Field Representative, Support CIP provides advanced technical and customer service solutions for business support needs, specializing in the configuration, installation, troubleshooting, maintenance, and training related to Ricoh products and services. This role involves independent work with minimal supervision, managing time effectively and ensuring customer satisfaction through product expertise and service delivery.

Primary Responsibilities

• Technical:

  • Perform product specialist services including configuration, installation, troubleshooting, and training on Ricoh products.
  • Conduct full range of product repair and workflow observation, providing problem-solving solutions to improve methods.
  • Seek out opportunities for volume building, resulting in increased utilization of Ricoh equipment and services.
  • Maintain and adjust products as per specifications and provide expertise on equipment operations.
  • Serve as a resource for others, leveraging a high level of product and service knowledge.

• Customer Service:

  • Maintain professional relationships with customers and Ricoh personnel, contributing to team success.
  • Understand and promote Ricoh’s support offerings, anticipating and managing customer needs effectively.

• Manage Workload:

  • Responsible for managing personal time and schedule and supporting overall solutions time/schedule.
  • Execute workload management procedures efficiently, handling calls and managing customer expectations.

• Administrative:

  • Comply with all company policies and complete administrative tasks in a timely and accurate manner.
  • Maintain required logs, reports, and tracking systems for accountability.
  • Manage customer on-site inventory and “car stock” as necessary.

• Results:

  • Achieve expected productivity levels in line with assigned workload and experience.
  • Participate in Ricoh’s Extra Value program and bill accordingly.
  • Perform other duties as assigned.

Required Experience

• Requires a valid state driver's license and the necessary auto insurance coverage as per Ricoh policy.
• Prior experience with computers, electronics, mechanics, basic networking, and printing software applications is desired.
• Meets certification requirements as outlined in Ricoh’s Technology Services Training Role Inventory and Certification Program.

Required Education

• High school diploma is required.
• Additional coursework or experience related to electronics, computers, mechanics, and printing is preferred.

Work Environment / Working Conditions

• Extensive daily travel between customer locations, often in various weather conditions.
• Frequent use of foot travel within customer sites or limited urban areas, possibly requiring work outdoors.
• Occasional overnight travel may be necessary.
• Physical demands include lifting up to 50 pounds, moving objects weighing up to 400 pounds, and performing tasks at various heights, using ladders.
• Regular bending, stooping, squatting, and kneeling required to service equipment.
• Regular use of hand tools and technology is required.
• Shift work, overtime, on-call, and weekend work may be required.
• Work can be stressful due to deadlines, performance expectations, and customer service issues.

About the Company
Ricoh is a leading global provider of imaging and IT services, with a strong commitment to environmental sustainability and customer-focused solutions. The company delivers a range of products and services, including office equipment, document management solutions, and IT services, aimed at improving the efficiency and productivity of its customers.