Service Technician and Entry Level Technician

Senior Field Representative, Field Services Support $19.86 - $26.35 per hour Services and repairs a variety of office equipment at customer locations, usually within a specific geographic area. 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. 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. 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 Serves as a role model and exhibits professional appearance and behavior at all times, under the most difficult situations. Assumes responsibilities of Field Technology Service Manager as required. Works closely with sales partners to maximize equipment leads and upgrade opportunities. Maintains and manages own parts inventory with a high degree of accuracy. 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. 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. Responsible for maintaining a "car stock" inventory. 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. Requires an excellent working knowledge of electro-mechanical devices and electronics. Requires expert knowledge of assigned equipment. 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. 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. 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. 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. 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. 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 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. Choose from a broad selection of medical, dental, life, and disability insurance options. Contribute to your financial security with Retirement Savings Plan (401K), Health Savings Account (HSA), and Flexible Spending Account (FSA) investments. Augment your education with team member tuition assistance programs. Enjoy paid vacation time and paid holidays annually Tap into many other benefits to enhance your health, wellness, and ongoing personal and professional development.