JOB DESCRIPTION & REQUIREMENTS
The Field Representative I, Services Onsite Technician is responsible for the daily support, service, repair and availability of RICOH managed devices within a specified geographic area.
Responds to service requests and device alerts as well as technical support and training with a focus toward customer service.
Capable of device set-up and installation, preventative maintenance, and routine service of assigned RICOH and 3rd party manufacturer devices.
Serviceable device types include printers and multi-functional devices as well as other assets supported as part of RICOH's Service Advantage program (thermal print, lockers, robots, etc.)
Documents all service calls and requests using RICOH OFSC and customer provided (when applicable) systems.
Works to ensure that the service level agreements between the customer and RICOH are achieved.
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Job Duties and Responsibilities
- 01Responsible for the daily monitoring of device service and supply alerts, responding to and resolving service requests so device availability meets service level agreements.
- 02Performs a full range of servicing and repair procedures including troubleshooting, diagnostics, installation, component replacement, device "hot swap," removal, and retrofits on assigned equipment.
- 03Utilizes remote support resources to resolve service issues and minimize dispatch.
- 04Escalates issues to Level 2 and technician resource support as necessary.
- 05Performs basic and advanced installations, sets up IP addresses, downloads printer drivers, and provides customer training on supported devices.
- 06Documents all service call and request activity using OFSC and other applications when applicable.
- 07Replenishes and replaces consumables and supplies for devices at assigned locations.
- 08Responsible for the accurate management and maintenance of parts, supply, and asset inventories.
- 09Monitors and returns unused and excess RICOH-owned supplies as PAR levels dictate.
- 10Adheres to IMACD processes, supporting functional tasks and communicating statuses in a timely manner.
- 11Demonstrates technical expertise and strong customer relationship skills.
- 12Achieves expected productivity levels associated with assigned workload and experience level.
- 13Proactively communicates the status of problem resolution to customers.
- 14Provides regular updates, including fleet status and performance, to Service Delivery Fleet Manager(s).
- 15Adheres to all RICOH and customer safety and security measures.
- 16Performs meter reads or meter captures at appropriate intervals for accurate billing.
- 17May travel between customer buildings and locations within a specified geographic area.
- 18Manages device inventory and spares by ensuring all records and required mapping are up to date.
- 19Completes technical training on new equipment as assigned.
- 20Supports equipment training.
- 21Supports inventory and implementation efforts.
- 22Completes all required administrative tasks accurately and in a timely manner.
- 23Exhibits a professional appearance and positive demeanor.
- 24Performs other duties as assigned.
Qualifications (Education, Experience, and Certifications)
GENERAL INFORMATION
Client Ricoh Job Category Technician City Pittsburgh State Pennsylvania Work Style Onsite
United States
