RICOH COLOMBIA
Field Representative II – Print Support
The Field Representative II is responsible for the daily onsite support of assigned Ricoh‑managed devices within the customer’s print fleet. This role responds to customer requests for technical support and training with a strong focus on customer service excellence. Responsibilities include consumable management (toner, labels, paper, etc.), facilitation of service and supply requests, basic end‑user maintenance, and escalation of service issues as needed. The role may also involve printer procurement and management of on‑site parts and consumables inventory.
Job Duties and Responsibilities
Ensure all Service Level Agreements (SLAs) between Ricoh and the customer are consistently met
Monitor device service and supply alerts daily, responding to and resolving service requests to maintain device availability
Maintain accurate asset records and device locations using printer fleet tools and databases
Support continuous fleet optimization efforts, including identification of over‑utilized, under‑utilized, frequently serviced, and exception devices
Respond to customer support requests in a timely, accurate, and professional manner; escalate service issues when required
Adhere to the IMACD process by coordinating tasks, managing service requests, and communicating status updates promptly
Maintain adequate supplies inventory levels based on device usage and volume requirements
Order supplies and maintain appropriate PAR (Periodic Automatic Replacement) levels
Monitor, return, and manage unused or excess Ricoh‑owned supplies per PAR guidelines
Document and report all fleet meter reads
Provide end‑user training on Ricoh equipment functionality and features
Deliver team member training and assist with device mapping
Utilize available support resources to reduce field service dispatch; escalate to Level 2 support as necessary
Proactively communicate issue status and resolution updates to customers
Provide detailed remote‑access usage guidance and document complete troubleshooting steps
Assist with hot‑swap tasks to ensure continuity of user experience
Relocate desktop printers only upon approval through the Service Request (SR) process
Manage on‑site hardware inventory, including hot‑swap inventory
Manage printer procurement as required by the customer
Support inventory management and implementation efforts
Complete all required administrative tasks accurately and on time
Maintain a professional appearance and demonstrate a positive demeanor
Perform other duties as assigned
Qualifications (Education, Experience, and Certifications)
High School Diploma or equivalent (additional education preferred)
Experience in IT Help Desk Support, including application and hardware support
Technical training and/or certifications (e.g., HP Certifications)
Completion of Ricoh Learning Institute courseware within assigned timelines, as directed by management
Knowledge, Skills, And Abilities
Excellent customer service skills, including strong follow‑up and issue resolution abilities
Effective verbal and interpersonal communication skills
Ability to prioritize tasks and manage multiple requests in a fast‑paced environment
Strong technical knowledge of network printers, site‑specific devices, and Ricoh products
Methodical, analytical approach to troubleshooting and problem resolution
Working Conditions, Mental and Physical Demands
Typically works in an office or customer site environment with standard lighting, ventilation, noise, and temperature
Requires interaction with internal teams and external customers, vendors, and agencies
Work assignments are varied; established processes are used, with flexibility to develop alternative solutions as needed
Requires modest physical effort, including walking, standing, bending, reaching, lifting, or carrying items up to 50 lbs
Requires moderate dexterity, including regular use of keyboards, hand tools, calculators, and eye‑hand coordination
The above statements describe the general nature and level of work performed by individuals assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, skills, or working conditions.
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
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.
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Job Duties and Responsibilities
Ensure all Service Level Agreements (SLAs) between Ricoh and the customer are consistently met
Monitor device service and supply alerts daily, responding to and resolving service requests to maintain device availability
Maintain accurate asset records and device locations using printer fleet tools and databases
Support continuous fleet optimization efforts, including identification of over‑utilized, under‑utilized, frequently serviced, and exception devices
Respond to customer support requests in a timely, accurate, and professional manner; escalate service issues when required
Adhere to the IMACD process by coordinating tasks, managing service requests, and communicating status updates promptly
Maintain adequate supplies inventory levels based on device usage and volume requirements
Order supplies and maintain appropriate PAR (Periodic Automatic Replacement) levels
Monitor, return, and manage unused or excess Ricoh‑owned supplies per PAR guidelines
Document and report all fleet meter reads
Provide end‑user training on Ricoh equipment functionality and features
Deliver team member training and assist with device mapping
Utilize available support resources to reduce field service dispatch; escalate to Level 2 support as necessary
Proactively communicate issue status and resolution updates to customers
Provide detailed remote‑access usage guidance and document complete troubleshooting steps
Assist with hot‑swap tasks to ensure continuity of user experience
Relocate desktop printers only upon approval through the Service Request (SR) process
Manage on‑site hardware inventory, including hot‑swap inventory
Manage printer procurement as required by the customer
Support inventory management and implementation efforts
Complete all required administrative tasks accurately and on time
Maintain a professional appearance and demonstrate a positive demeanor
Perform other duties as assigned
Qualifications (Education, Experience, and Certifications)
High School Diploma or equivalent (additional education preferred)
Experience in IT Help Desk Support, including application and hardware support
Technical training and/or certifications (e.g., HP Certifications)
Completion of Ricoh Learning Institute courseware within assigned timelines, as directed by management
Knowledge, Skills, And Abilities
Excellent customer service skills, including strong follow‑up and issue resolution abilities
Effective verbal and interpersonal communication skills
Ability to prioritize tasks and manage multiple requests in a fast‑paced environment
Strong technical knowledge of network printers, site‑specific devices, and Ricoh products
Methodical, analytical approach to troubleshooting and problem resolution
Working Conditions, Mental and Physical Demands
Typically works in an office or customer site environment with standard lighting, ventilation, noise, and temperature
Requires interaction with internal teams and external customers, vendors, and agencies
Work assignments are varied; established processes are used, with flexibility to develop alternative solutions as needed
Requires modest physical effort, including walking, standing, bending, reaching, lifting, or carrying items up to 50 lbs
Requires moderate dexterity, including regular use of keyboards, hand tools, calculators, and eye‑hand coordination
The above statements describe the general nature and level of work performed by individuals assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, skills, or working conditions.
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
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.
#J-18808-Ljbffr