Ricoh USA, Inc.
Senior Field Representative, Field Services Support
Ricoh USA, Inc., Syracuse, New York, us, 13235
Job Description
Position Title:
Senior Field Representative, Field Services Support
Position Profile
Services and repairs a variety of office equipment at customer locations, usually within a specific geographic area. May be viewed as a specialist on certain products. May also take on Team Lead/Coordinator responsibilities.
Job Duties and Responsibilities
Technical Service
Services and repairs a core set of highly complex office products
Performs diagnostics, installations, removals, and retrofits
Troubleshoots and repairs/replaces components on B&W, color, and multifunctional devices
Demonstrates required digital competencies
Completes assigned technical training
Works independently with minimal supervision
Achieves expected productivity levels
Technical Leadership
Provides 2nd level technical support to other technicians
Conducts OJT and technical seminars for new/experienced technicians
Serves as a professional role model and team influence
Proactively seeks process improvements
Territory Management
Manages service territory, inventory, and customer accounts
Supports sales partners with leads and upgrade opportunities
Maintains accurate car stock and adheres to back-up plans
Completes administrative tasks accurately and on time
Assumes Field Technology Service Manager duties as needed
Complies with all company policies
Customer Support
Handles complex customer service situations with professionalism
Communicates unresolved technical issues
Builds and maintains strong internal and external relationships
Ensures high customer satisfaction through effective service delivery
Performs other duties as assigned
Qualifications (Education, Experience, Certifications)
Completion of technical school and 3+ years of relevant experience
At least 2 years as a Technology Service Consultant I
One Industry Certification and two years of "Meets or Exceeds" performance
Valid driver's license and appropriate auto insurance coverage
Knowledge, Skills & Abilities
Strong knowledge of electro-mechanical devices and electronics
Expert in assigned equipment
Methodical problem-solving approach
Excellent interpersonal and verbal communication skills
Ability to comprehend technical manuals and publications
High-level customer service and follow-up skills
Working Conditions & Physical Demands
Office environment with normal lighting, ventilation, and noise levels
Extensive travel by car or on foot in varying weather conditions
Exposure to minor hazards (e.g., cuts, burns) and chemical solvents
May require shift work, overtime, standby, and on-call support
Frequent contact with dispatch, parts department, management, and customers
Occasional stress due to volume of service calls or challenging interactions
Physical Requirements:
Move equipment up to 400 lbs on wheels
Lift/carry up to 50 lbs; frequent walking, bending, standing, kneeling
Work on floor-level equipment; frequent use of stairs
Regular use of hand tools and fine-motor skills for delicate components
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:
Senior Field Representative, Field Services Support
Position Profile
Services and repairs a variety of office equipment at customer locations, usually within a specific geographic area. May be viewed as a specialist on certain products. May also take on Team Lead/Coordinator responsibilities.
Job Duties and Responsibilities
Technical Service
Services and repairs a core set of highly complex office products
Performs diagnostics, installations, removals, and retrofits
Troubleshoots and repairs/replaces components on B&W, color, and multifunctional devices
Demonstrates required digital competencies
Completes assigned technical training
Works independently with minimal supervision
Achieves expected productivity levels
Technical Leadership
Provides 2nd level technical support to other technicians
Conducts OJT and technical seminars for new/experienced technicians
Serves as a professional role model and team influence
Proactively seeks process improvements
Territory Management
Manages service territory, inventory, and customer accounts
Supports sales partners with leads and upgrade opportunities
Maintains accurate car stock and adheres to back-up plans
Completes administrative tasks accurately and on time
Assumes Field Technology Service Manager duties as needed
Complies with all company policies
Customer Support
Handles complex customer service situations with professionalism
Communicates unresolved technical issues
Builds and maintains strong internal and external relationships
Ensures high customer satisfaction through effective service delivery
Performs other duties as assigned
Qualifications (Education, Experience, Certifications)
Completion of technical school and 3+ years of relevant experience
At least 2 years as a Technology Service Consultant I
One Industry Certification and two years of "Meets or Exceeds" performance
Valid driver's license and appropriate auto insurance coverage
Knowledge, Skills & Abilities
Strong knowledge of electro-mechanical devices and electronics
Expert in assigned equipment
Methodical problem-solving approach
Excellent interpersonal and verbal communication skills
Ability to comprehend technical manuals and publications
High-level customer service and follow-up skills
Working Conditions & Physical Demands
Office environment with normal lighting, ventilation, and noise levels
Extensive travel by car or on foot in varying weather conditions
Exposure to minor hazards (e.g., cuts, burns) and chemical solvents
May require shift work, overtime, standby, and on-call support
Frequent contact with dispatch, parts department, management, and customers
Occasional stress due to volume of service calls or challenging interactions
Physical Requirements:
Move equipment up to 400 lbs on wheels
Lift/carry up to 50 lbs; frequent walking, bending, standing, kneeling
Work on floor-level equipment; frequent use of stairs
Regular use of hand tools and fine-motor skills for delicate components
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.