Job Description

The Senior Field Representative, Technology Service / Field Service Technician repairs a variety of office equipment at customer locations, usually within a specific geographic area. May be viewed as specialist on certain products.

Duties & Responsibilities:

• Specializes in the servicing and repair of a core set of complex low volume multi-functional devices and may be required to service and repair mid-volume devices based on regional business needs.
• Manages territory, inventory, and customer relationships.
• Achieves expected productivity levels associated with assigned workload and level of experience.
• Actively drives revenue generating opportunities through supply leads, contract sales, network support contract leads, equipment and print assessment leads.
• Completes technical training on new equipment as assigned.
• Other duties as assigned by manager.

Manages Territory

• Effectively executes all required territory management and call handling procedures.
• Works closely with sales partners to maximize equipment leads and upgrade opportunities.
• Maintains and manages own parts inventory with a high degree of accuracy.
• Adheres to territory back-up plans.
• Completes all required administrative tasks in an accurate and timely manner.

Customer Service

• Effectively handles the most difficult customer situations.
• Acts as a communication link on unresolved technical problems/issues.
• Interacts with external customers for the purpose of determining service needs on equipment and ensuring overall high level of customer satisfaction with the service performed.
• Maintains productive, professional relationship with all customers and company personnel.

Demonstrates technical expertise and provides specialist services.

• Performs a full range of servicing and repair service procedures including diagnostics, installation, removal, and retrofits on a core set of complex low volume multi-functional devices.
• Demonstrates required digital competencies associated with assigned products and level assignment.
• Performs troubleshooting and repairs or replaces equipment components as necessary on B&W, color, and multifunctional devices.
• Completes technical training on new equipment as assigned.

Qualifications:

• Post-Secondary Education in the area of technical specialization
• Minimum of 3 years related experience including a minimum of 2 years as an Associate Service Technician
• Industry Certification (CompTIA Net+ or CompTIA A+) an asset

Skills:

• Requires an excellent working knowledge of electro-mechanical devices and electronics
• Requires “solid” knowledge of assigned equipment
• Skilled methodical approach to resolving problems
• Strong interpersonal and verbal communications skills
• Excellent customer service skills including ability to follow up to ensure closure of issues
• Skilled ability to read and comprehend written technical information in the form of technical manuals, parts books and relevant publications
• High degree of mechanical aptitude, highly focused and driven to learn
• Ability to work independently, as part of a team and take initiative to improve the customer experience
• Strong attention to detail and good visual skills for assessing image quality
• Ability to access/service equipment which may be in low, high, cramped or otherwise inconvenient locations
• Ability to act diplomatically in a professional corporate environment
• Be highly organized with excellent time management
• Continuously upgrading knowledge of Ricoh products

Other Requirements:

• Requires a valid driver’s license and as applicable, a minimum level of auto insurance coverage per RICOH policy for positions utilizing personal vehicles while for company business.
• Extensive daily travel in an automobile between customer locations is usually required. Assignment of a "walking territory" within a limited urban area would require extensive travel by foot.
• Shift work, overtime, stand-by and/or on-call may be required.
• Physical effort is required to move objects on wheels that may weigh up to 400 pounds and be able to lift and carry objects that weigh up to 50 pounds. Requires frequent walking, standing, bending, reaching, and lifting when installing equipment, i.e., computers, controllers, color laser copiers, projectors, etc. Frequent stooping, bending, squatting, and kneeling are required to service equipment at floor level.
• Tool cases and assorted service-related tools weighing in the range of 25 to 50 pounds must be carried to a variety of machine locations.
• A 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.

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