Field Services - Support Representative I

POSITION PROFILE

This position is designed as an entry level technician position to service and repair a variety of company products. Provides installation, preventative maintenance, connectivity/networking 
adjacencies and routine service on small printer, low end segmentdevices at customer locations usually within a specific geographic area. 

JOB DUTIES AND RESPONSIBILITIES
  • Achieves expected productivity levels associated with assigned workload and level of experience.
  • Takes responsibility for territory, inventory and customer relationships and escalates appropriate issues in a timely manner.
  • Demonstrates good technical and customer relation skills.
  • Invoices for services outside of contractual obligations.
    Demonstrates Technical Expertise
  • Performs a full range of servicing and repair service procedures including diagnostics, installation, removal and retrofits on assigned equipment.
  • Performs Basic Connected installations, sets up IP addresses, downloads printer drivers and provides customer training on printing standalone and network devices including scanning and @remote type technologies.
  • Performs effective troubleshooting and repairs or replaces equipment components as necessary.
  • Demonstrates required digital competencies associated with assigned products and level assignment.
  • Completes technical training on new technologies as assigned.
    Supports Territory
  • Effectively executes all required territory management and call handling procedures.
  • Works closely with sales partners to maximize leads and upgrade opportunities.
  • Maintains and manages parts inventories with a high degree of accuracy.
  • Assist with calls in support of other calls on vacation/training.
  • Completes all required administrative tasks in an accurate and timely manner.
  • Complies with all company policies.
    Customer Service
  • Interacts with external customers for the purpose of determining service needs ensuring overall high level of customer satisfaction.
  • Exhibits professional appearance and professional demeanor at all times.
  • Maintains productive, professional relationship with all company personnel, contributing to the overall success of the team.
  • Responsible for maintaining a "car stock" inventory.
  • Performs other duties as assigned.

 

QUALIFICATIONS (Education, Experience, and Certifications)

Typically Required:
  • Requires high school diploma. Completed classes and experience involving computers, electronics, mechanics, basic network and basic connectivity and printing software application is desired.
  • Requires a valid state driver's license and minimum level of auto insurance coverage per company policy as position entails extensive use of personal car while on company business.
  • Requires some working knowledge of electro-mechanical devices, electrical circuitry, electronics and elementary levels of networking competency.
  • Utilizes available tools and resources to demonstrate logical troubleshooting approach to resolving problems.
  • Possesses strong interpersonal and verbal, written, as well as phone etiquette communications skills.
  • Possesses excellent customer service skills including ability to follow up to ensure closure of issues.
  • Possesses ability to read and comprehend written technical information in the form of technical manuals, parts books and relevant publications.
  • Can follow pre-established guidelines, analyze and manage equipment issues to resolve equipment requirements for repair, routine maintenance and installation.
  • Proficient with mobile technology and associated operating systems.

Ricoh is an EEO/Affirmative Action Employer ---Minorities/Women/Protected Veterans/Disabled.

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