Senior Field Service Technician

Senior Field Representative, Field Services Support Position Profile

Provides on-site technical and mechanical support for Ricoh printers and copiers at client locations in the Lexington, KY area. This is a break-fix position, responsible for diagnosing, repairing, and maintaining office equipment to ensure optimal performance and customer satisfaction.

Services and repairs a variety of office equipment at customer locations, typically within a defined geographic territory. May be viewed as a specialist on certain products and may take on Team Lead/Coordinator responsibilities. Position requires 1 (one) Industry Certification.

Job Duties and Responsibilities

• Specializes in the diagnosis and repair of Ricoh printers, copiers, and multifunction devices (B&W, color, and MFPs) at client sites.
• Performs break-fix service calls, including troubleshooting mechanical and technical issues, replacing components, and restoring equipment functionality.
• Manages assigned territory, inventory, and customer relationships.
• Provides 2nd level technical support to other technicians as a subject matter expert.
• Achieves expected productivity levels related to service call volume and response times.
• Identifies and reports revenue-generating opportunities (supplies, upgrades, equipment replacements, and service contracts).
• Works independently with minimal supervision.

Demonstrates Technical Expertise and Provides Specialist Services

• Performs full range of service procedures including diagnostics, installation, removal, preventative maintenance, and retrofits on Ricoh office equipment.
• Troubleshoots mechanical and electronic issues and repairs or replaces faulty components.
• Demonstrates strong electro-mechanical aptitude and digital competencies related to assigned products.
• Completes required technical training on new equipment and technologies.

Provides Advanced Training

• Conducts on-the-job training (OJT) for new and existing technicians.
• Leads technical sessions or knowledge-sharing when required.
• Serves as a professional role model, maintaining high standards in challenging situations.
• Acts as a positive contributor and continuous improvement advocate within the team.

Manages Territory

• Executes all territory management and call handling procedures.
• Maintains and manages car stock inventory with accuracy.
• Partners with sales teams to identify upgrade and equipment placement opportunities.
• Completes administrative tasks accurately and on time.
• Follows all territory backup plans and company policies.

Customer Service

• Delivers high-quality service at client sites, ensuring customer satisfaction with equipment performance and repairs.
• Handles complex or escalated customer situations professionally.
• Communicates effectively regarding unresolved technical issues.
• Maintains strong working relationships with customers and internal teams.

Qualifications (Education, Experience, and Certifications)

Typically requires:

• Technical training or equivalent hands-on experience with electro-mechanical systems.
• 3+ years of related experience, including field service or repair roles.
• Previous experience in a break-fix environment strongly preferred.
• Auto mechanic, automotive technician, or similar mechanical background highly preferred due to the hands-on diagnostic and repair nature of the role.
• 1 Industry Certification and sustained performance at or above expectations.
• Valid driver's license and required auto insurance (role involves extensive travel between client sites).

Knowledge, Skills, and Abilities

• Strong knowledge of electro-mechanical systems and troubleshooting techniques.
• Ability to diagnose and resolve mechanical and technical equipment issues efficiently.
• Methodical, problem-solving mindset.
• Strong interpersonal and communication skills.
• Excellent customer service and follow-through.
• Ability to read and interpret technical manuals, diagrams, and parts documentation.

Working Conditions, Mental and Physical Demands

• Field-based role requiring daily travel to customer sites in Lexington, KY and surrounding areas.
• Exposure to moving mechanical parts, cleaning agents, and minor hazards (cuts, burns).
• Ability to lift up to 50 lbs and move equipment up to 400 lbs (with appropriate tools).
• Frequent bending, lifting, kneeling, and use of hand tools.
• May require overtime, on-call, or standby support.
• Regular interaction with dispatch, parts department, field managers, and customers.

The above statements describe the general nature and level of work performed. They are not intended to be an exhaustive list of all responsibilities, duties, or skills required.