Field Services Support Technician II - $1200 Sign-On Bonus

POSITION PROFILE

Services and repairs a variety of company products and systems at customer locations usually within a specific geographic area. A Technology Service Support Rep is capable of handling a full workload in a standalone and or networked environment.

JOB DUTIES AND RESPONSIBILITIES
  • Achieves expected productivity levels associated with assigned workload and level of experience.
  • Manages territory, inventory and customer relationships.
  • Demonstrates excellent technical and customer relation skills.
  • Actively drives revenue generating opportunities through supply leads, contract sales, network support contract leads, equipment and print assessment leads.


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 functions.
  • Performs troubleshooting and repairs or replaces equipment components as necessary on B&W, color and multifunctional devices.
  • Demonstrates required digital competencies associated with assigned products and level
    assignment.
  • Completes technical training on new equipment as assigned.


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.
  • Complies with all company policies.

Customer Service
  • 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.
  • Provides technical assistance to less experienced technicians.
  • Exhibits professional appearance and demeanor at all times.
  • Maintains productive, professional relationship with all company personnel.
  • Is positive and contributing team member.
  • 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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