Field Support Specialist Print & Customer Operations

Field Representative II, First Responder Print

Responsible for the daily support, service, repair, and availability of RICOH managed devices within a specified geographic area.

Responds to customer requests, service requests and device alerts, technical support, and training with a focus toward customer service. Capable of device set-up and installation, preventative maintenance and routine service of assigned RICOH and 3rd party manufacturer devices. Serviceable device types include printers and multi-functional devices as well as other assets supports as part of RICOH's Service Advantage program (thermal print, lockers, robots, etc.).

Responsibilities may include the procurement of printer hardware and the management of an on-site parts/consumables inventory.

Job Duties and Responsibilities

• Works to ensure that the service level agreements between customer and RICOH are achieved.
• Responds to customer support requests and ensures they are resolved quickly, accurately, and professionally.
• Maintains an accurate asset list and location of managed devices with available printer fleet tools and databases.
• Replenishes and replaces consumables and supplies for devices at assigned locations.
• Responsible for the daily monitoring of device service and supply alerts, responding to and resolving service requests so device availability meets service level agreements.
• Supports continuous fleet optimization efforts through identification of over/under utilized, frequently serviced, and exception devices.
• Provides training on the use of RICOH equipment and features.
• Provide Team Member training on use of equipment and features and aid in mapping devices.
• Performs a full range of servicing and repair including troubleshooting, diagnostics, installation, component replacement, device "hot swap", removal, and retrofits on assigned equipment
• Documents all service calls and request using RICOH OFSC and customer (when applicable) systems.
• Utilizes support resources to minimize field service dispatch and then escalates issues to Level 2 support, as necessary.
• Proactively communicate to the customer the status of problem resolution
• Provide the end users with detailed remote access knowledge and document complete trouble shooting information.
• Assist in hot swap tasks needed to ensure users experience stays intact. Tasks may include providing and communicating jack numbers, IP addresses, and coordinating with end user to remap, as necessary.
• Report through established channels all network, application and workstation issues that are supported by the customer.
• Performs basic and advanced installations, sets up IP addresses, downloads printer drivers and provides customer training on supported devices.
• Adheres to IMACD process, coordinating and supporting functional tasks, managing, and communicating statuses in a timely manner
• Responsible for moving desktop printers to a new location only with approval through the SR process.
• Maintain an adequate supplies inventory level for devices and their volume requirements
• Responsible for supply ordering and maintaining appropriate PAR (Periodic Automatic Replacement) levels.
• Monitor and return unused and excess RICOH owned supplies as PAR levels dictate.
• Manage on-site hardware inventory.
• Manages printer procurement as required by the customer.
• Manages hot swap inventory.
• Documents and reports all fleet meter reads.
• Completes technical training on new equipment as assigned.
• Support inventory and implementation efforts
• Completes all required administrative tasks in an accurate and timely manner.
• Exhibits a professional appearance and positive demeanor.
• Performs other duties as assigned.

Qualifications (Education, Experience, and Certifications)

Typically requires:

• High School Diploma (or equivalent) with additional education preferred.
• IT Help Desk Support experience (application & hardware support) preferred.
• Technical Training & Certifications: HP Certifications preferred.
• Completion of Ricoh Learning Institute Courseware within specified timeframe as assigned/directed by management.

Knowledge, Skills and Abilities

• Excellent customer service skills
• Possesses strong interpersonal and verbal communications skills.
• Possesses excellent customer service skills including ability to follow up to ensure closure of issues and can communicate effectively.
• Good project management skills and ability to prioritize tasks
• Strong technical knowledge of network and site-specific printers
• Strong technical knowledge of company products
• Requires working knowledge of electro-mechanical devices, electrical circuitry, electronics, and varying levels of digital competency.
• Possesses methodical approach to resolving problems.
• Possesses ability to read and comprehend written technical information in the form of technical manuals, parts books, and relevant publications.
• The technical aspect of this position requires following pre-established guidelines, using limited judgment. Judgment is used to analyze and determine the problem on the equipment (troubleshooting). It is also used in determining the need for routine servicing or parts to be installed.

Working Conditions, MENTAL AND PHYSICAL DEMANDS

Typically works in an office environment with adequate lighting and ventilation, and a normal range of temperature and noise level

Requires internal contact within department and with other corporate personnel, and external contact with customers, agencies, vendors, etc.

Work assignments are diversified. Examples of past precedent are used to resolve work problems. New alternatives may be developed to resolve problems

Modest physical effort is required. Work does require walking, standing, bending, reaching, lifting or carrying objects that may weigh up to 50 lbs. (e.g., papers, books, files and small parts, etc.)

A fairly 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.