Senior Field Service Representative

Senior Field Representative, Field Services Support

Services and repairs a variety of office equipment at customer locations, usually within a specific geographic area. May be viewed as specialist on certain products. Additional responsibilities may include Team Lead/Coordinator role. Position requires 1 (one) Industry Certification.

Job Duties and Responsibilities

• Specializes in the servicing and repair of a core set of highly complex office products.
• Manages territory, inventory, and customer relationships.
• As a specialist, provides 2nd level technical support to other technicians.
• Achieves expected productivity levels associated with assigned workload and level of experience.
• Actively drives revenue generating opportunities through supply leads, contract sales, network support contract leads, equipment and print assessment leads.
• Able to work under minimal supervision

Demonstrates technical expertise and provides specialist services

• Performs a full range of servicing and repair service procedures including diagnostics, installation, removal and retrofits on a core set of highly complex office products.
• Demonstrates required digital competencies associated with assigned products and level assignment.
• Performs troubleshooting and repairs or replaces equipment components as necessary on B&W, color and multifunctional devices.
• Completes technical training on new equipment as assigned.

Provides advanced training

• Conducts OJT for new and experienced technicians as required.
• Conducts technical seminars as required.
• Serves as a role model and exhibits professional appearance and behavior at all times, under the most difficult situations.
• A positive influence/champion within the team/organization.
• Proactively seeks ways to improve things.

Manages Territory

• Assumes responsibilities of Field Technology Service Manager as required.
• 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 a high degree of accuracy.
• Adheres to territory back-up plans.
• Completes all required administrative tasks in an accurate and timely manner.
• Complies with all company policies.

Customer Service

• Effectively handles the most difficult customer situations.
• Acts as a communication link on unresolved technical problems/issues.
• Interacts with external customers for the purpose of determining service needs on equipment and ensuring overall high level of customer satisfaction with the service performed.
• Maintains productive, professional relationship with all company personnel.
• Responsible for maintaining a "car stock" inventory.
• Performs other duties as assigned.

Qualifications (Education, Experience and Certifications)

Typically:

• Requires high level technical skills typically gained through completion of technical school and 3+ years of related experience including a minimum of 2 years as a Technology Service Consultant I.
• Requires 1 Industry Certification and sustained (at least 2 years) of meets or exceeds performance level.
• Requires a valid state driver's license and minimum level of auto insurance coverage per Ricoh policy for positions entailing extensive use of personal car while on company business.

KNOWLEDGE, SKILLS, AND ABILITIES

• Requires an excellent working knowledge of electro-mechanical devices and electronics.
• Requires expert knowledge of assigned equipment.
• Skilled methodical approach to resolving problems.
• Possesses strong interpersonal and verbal communications skills.
• Excellent customer service skills including ability to follow up to ensure closure of issues.
• Skilled ability to read and comprehend written technical information in the form of technical manuals, parts books, and relevant publications.

WORKING CONDITIONS, MENTAL AND PHYSICAL DEMANDS

• Typically works in an office environment with adequate lighting and ventilation, and normal range of temperature and noise.
• Extensive daily travel in an automobile between customer locations is usually required. Assignment of a "walking territory" within a limited urban area would require extensive travel by foot. It is necessary that all travel be done in a wide variety of weather conditions.
• Working conditions regularly expose individuals to conditions that could result in minor cuts and burns. There is frequent exposure to chemical solvents and cleaners.
• Shift work, overtime, stand-by and/or on-call may be required.
• Requires daily internal contact with the dispatch department via telephone to receive verbal instructions concerning service calls.
• Routinely in direct contact with parts department to receive parts ordered and with the Field Service Manager to review work, receive direction and discuss customers' concerns and problems.
• Requires daily external contact with customers (typically office managers and machine operators) for the purpose of investigating and resolving equipment problems.
• The customer relations aspects of the job tend to be somewhat more diversified, however, most problems are resolved using past precedent.
• Work has periodic stress related to an increased volume of service calls placed and occasional contact with dissatisfied customers.
• Physical effort is required to move objects on wheels that may weigh up to 400 pounds and be able to lift and carry objects that weigh up to 50 pounds. Requires frequent walking, standing, bending, reaching, and lifting when installing equipment, i.e., computers, controllers, color laser copiers, projectors, etc. Frequent stooping, bending, squatting, and kneeling are required to service equipment at floor level.
• Tool cases and assorted service-related tools weighing in the range of 25 to 50 pounds must be carried to a variety of machine locations. Often these locations are upstairs.
• A high level of dexterity is required in the regular use of a variety of hand tools. These tools will include, but are not limited to, screwdrivers, pliers, wrenches, and some electronic testing equipment. There is an emphasis on fine-motor skills for work on small electronic and mechanical components.

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, skills, efforts or working conditions associated with a job.