Talent Solutions

Services and repairs a variety of company products and systems at customer locations usually within a specific geographic area. A Technology Service Support Representative is capable of handling a full workload in a standalone and/or networked environment.

Primary Responsibilities

• Achieves expected productivity levels associated with assigned workload and level of experience.

• Manages territory, inventory, and customer relationships.

• Demonstrates excellent technical and customer relation skills.

• Actively drives revenue generating opportunities through supply leads, contract sales, network support contract leads, equipment and print assessment leads.

• Performs a full range of servicing and repair procedures including diagnostics, installation, removal, and retrofits on assigned equipment.

• Performs basic connected installations, sets up IP addresses, downloads printer drivers, and provides customer training on printing functions.

• Troubleshoots and repairs or replaces equipment components on B&W, color, and multifunctional devices.

• Completes technical training on new equipment as assigned.

• Effectively executes all required territory management and call handling procedures.

• Works closely with sales partners to maximize equipment leads and upgrade opportunities.

• Maintains and manages own parts inventory with high accuracy.

• Completes all required administrative tasks accurately and timely.

• Complies with all company policies.

• Interacts with external customers to determine service needs and ensure high customer satisfaction.

• Provides technical assistance to less experienced technicians.

• Maintains professional appearance and demeanor.

• Maintains productive relationships with company personnel and contributes positively to the team.

• Responsible for maintaining a "car stock" inventory.

• Performs other duties as assigned.

Required Experience

• Typically requires journeyman level technical knowledge gained through completion of technical school and 2+ years of related experience.

• Requires a valid state driver’s license and minimum auto insurance coverage as position involves extensive personal car use.

Required Education

• Completion of technical school or equivalent education.

Work Environment

• Typically works in an office environment with adequate lighting, ventilation, normal temperature, and noise levels.

• Extensive daily travel by automobile between customer locations is usually required; walking territory assignments may require extensive foot travel.

• Travel is often required in a wide variety of weather conditions.

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

• Shift work, overtime, stand-by, and/or on-call duties may be required.

• Requires frequent internal communication with service call center, parts department, and Field Technology Service Manager.

• Requires daily contact with customers to investigate and resolve equipment problems.

• Work involves periodic stress related to increased call volume and occasional dissatisfied customers.

• Physical demands include moving wheeled objects up to 400 pounds, lifting up to 50 pounds, frequent stooping, bending, squatting, kneeling, and fine motor skills for hand tool use.

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 a 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. 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.