Ricoh USA, Inc.
Field Representative I, Services Onsite Technician
Ricoh USA, Inc., White Plains, New York, United States, 10606
Job Description
Position Title
Field Representative I - Services Onsite Technician
Role Summary
As a Field Representative I, you'll be the frontline expert ensuring Ricoh-managed devices are fully operational across a designated territory. From printers and multifunctional devices to emerging technologies like thermal printers, smart lockers, and robotics, you'll handle installations, maintenance, and customer training with precision and professionalism. This role blends hands-on technical service with customer-facing support, ideal for individuals who thrive on problem-solving, autonomy, and building trusted relationships.
Key Responsibilities Device Support & Technical Service
Monitor service alerts and respond to requests to maintain device uptime and meet SLAs
Perform diagnostics, repairs, installations, retrofits, and component replacements
Conduct "hot swaps" and preventative maintenance across Ricoh and third-party devices
Use remote support tools to resolve issues and minimize dispatches
Escalate complex issues to Level 2 or technical support as needed
Setup, Training & Implementation
Configure IP addresses, install printer drivers, and train users on supported equipment
Support equipment rollouts, inventory mapping, and implementation efforts
Complete technical training on new devices and technologies
Assist with functional tasks related to IMACD (Install, Move, Add, Change, Dispose) processes
Inventory & Documentation
Maintain accurate records of service calls using Ricoh OFSC and customer systems
Manage parts, supplies, and asset inventory with precision
Monitor and return unused Ricoh-owned supplies based on PAR levels
Perform meter reads for billing accuracy
Customer Service & Communication
Provide timely updates to customers on issue resolution and fleet performance
Build strong relationships with office managers, IT teams, and machine operators
Exhibit professionalism and a positive demeanor in all interactions
Adhere to Ricoh and customer safety and security protocols
Qualifications
High School Diploma or equivalent (additional technical education preferred)
Valid state driver's license and auto insurance per company policy
Experience with computers, electronics, or mechanics preferred
IT Help Desk or hardware support experience is a plus
Skills & Competencies
Working knowledge of electro-mechanical devices, electronics, and digital systems
Methodical approach to troubleshooting and problem resolution
Strong verbal communication and interpersonal skills
Excellent customer service and follow-through
Ability to read and interpret technical manuals and documentation
Fine-motor dexterity for working with small components and hand tools
Working Conditions & Physical Demands
Extensive daily travel by car or foot across customer locations
Exposure to minor cuts, burns, solvents, and cleaners
Frequent lifting (up to 50 lbs), bending, kneeling, and stair climbing
Use of hand tools including screwdrivers, pliers, wrenches, and testing equipment
Occasional shift work, overtime, and on-call responsibilities
Periodic stress due to service volume and customer escalations
Why This Role Matters
You'll be the face of Ricoh's service excellence-solving problems before they escalate, keeping devices running smoothly, and helping customers stay productive. If you're looking for a role that combines technical skill, autonomy, and meaningful customer impact, this is your next step.
About Us
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 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.
Invest in Yourself:
At Ricoh, you can:
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.
Position Title
Field Representative I - Services Onsite Technician
Role Summary
As a Field Representative I, you'll be the frontline expert ensuring Ricoh-managed devices are fully operational across a designated territory. From printers and multifunctional devices to emerging technologies like thermal printers, smart lockers, and robotics, you'll handle installations, maintenance, and customer training with precision and professionalism. This role blends hands-on technical service with customer-facing support, ideal for individuals who thrive on problem-solving, autonomy, and building trusted relationships.
Key Responsibilities Device Support & Technical Service
Monitor service alerts and respond to requests to maintain device uptime and meet SLAs
Perform diagnostics, repairs, installations, retrofits, and component replacements
Conduct "hot swaps" and preventative maintenance across Ricoh and third-party devices
Use remote support tools to resolve issues and minimize dispatches
Escalate complex issues to Level 2 or technical support as needed
Setup, Training & Implementation
Configure IP addresses, install printer drivers, and train users on supported equipment
Support equipment rollouts, inventory mapping, and implementation efforts
Complete technical training on new devices and technologies
Assist with functional tasks related to IMACD (Install, Move, Add, Change, Dispose) processes
Inventory & Documentation
Maintain accurate records of service calls using Ricoh OFSC and customer systems
Manage parts, supplies, and asset inventory with precision
Monitor and return unused Ricoh-owned supplies based on PAR levels
Perform meter reads for billing accuracy
Customer Service & Communication
Provide timely updates to customers on issue resolution and fleet performance
Build strong relationships with office managers, IT teams, and machine operators
Exhibit professionalism and a positive demeanor in all interactions
Adhere to Ricoh and customer safety and security protocols
Qualifications
High School Diploma or equivalent (additional technical education preferred)
Valid state driver's license and auto insurance per company policy
Experience with computers, electronics, or mechanics preferred
IT Help Desk or hardware support experience is a plus
Skills & Competencies
Working knowledge of electro-mechanical devices, electronics, and digital systems
Methodical approach to troubleshooting and problem resolution
Strong verbal communication and interpersonal skills
Excellent customer service and follow-through
Ability to read and interpret technical manuals and documentation
Fine-motor dexterity for working with small components and hand tools
Working Conditions & Physical Demands
Extensive daily travel by car or foot across customer locations
Exposure to minor cuts, burns, solvents, and cleaners
Frequent lifting (up to 50 lbs), bending, kneeling, and stair climbing
Use of hand tools including screwdrivers, pliers, wrenches, and testing equipment
Occasional shift work, overtime, and on-call responsibilities
Periodic stress due to service volume and customer escalations
Why This Role Matters
You'll be the face of Ricoh's service excellence-solving problems before they escalate, keeping devices running smoothly, and helping customers stay productive. If you're looking for a role that combines technical skill, autonomy, and meaningful customer impact, this is your next step.
About Us
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 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.
Invest in Yourself:
At Ricoh, you can:
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.