Job Description
Senior Field Representative, Field Services Support
Position Overview:
The Senior Field Representative, Field Services Support, specializes in the maintenance and repair of advanced office equipment at customer locations within a designated geographic area. This role requires technical expertise in servicing complex products and providing second-level support to field technicians. Additionally, the position may involve leadership responsibilities as a Team Lead or Coordinator. An industry certification is required.
Key Responsibilities:
Technical Expertise & Equipment Servicing:
- Perform diagnostics, troubleshooting, and repairs on black-and-white, color, and multifunctional office devices.
- Install, remove, and retrofit equipment, ensuring operational efficiency.
- Demonstrate advanced digital competencies required for assigned products.
- Complete technical training on new equipment as needed.
Customer Service & Relationship Management:
- Provide exceptional support, handling complex customer issues with professionalism.
- Act as a liaison for unresolved technical problems, ensuring timely resolutions.
- Maintain positive relationships with customers, enhancing service satisfaction.
Territory & Inventory Management:
- Manage a designated service territory, including parts inventory accuracy and backup plans.
- Collaborate with sales teams to identify opportunities for equipment upgrades and additional services.
- Ensure compliance with all company policies and administrative requirements.
Training & Leadership:
- Conduct on-the-job training (OJT) and technical seminars for new and experienced technicians.
- Serve as a role model, demonstrating professionalism and leadership in all situations.
- Champion continuous improvement efforts within the team and organization.
Qualifications:
Education & Experience:
- Completion of technical school with 3+ years of related experience, including at least 2 years in a Technology Service Consultant I role.
- Must hold at least one industry certification and maintain sustained performance standards for a minimum of two years.
- Valid state driver’s license and auto insurance coverage per company policy.
Skills & Competencies:
- Strong technical expertise in electro-mechanical devices and electronics.
- Expert knowledge of assigned office equipment.
- Effective troubleshooting abilities with a methodical approach to problem-solving.
- Excellent interpersonal, verbal communication, and customer service skills.
- Ability to comprehend technical manuals, parts books, and relevant publications.
Working Conditions & Physical Demands:
- Frequent travel to customer locations, including potential walking territories in urban areas.
- Exposure to minor cuts, burns, chemical solvents, and cleaners.
- Occasional shift work, overtime, and on-call responsibilities.
- Handling equipment weighing up to 400 pounds (on wheels) and lifting objects up to 50 pounds.
- Regular use of hand tools, requiring fine motor skills for small electronic and mechanical components.
About Ricoh: Mission and Vision
At Ricoh, we empower individuals to find Fulfillment Through Work by understanding and transforming how people work so we can unleash their potential and creativity to realize a sustainable future.
We're empowering digital workplaces, connecting people to information fast and conveniently - and improving communication, efficiency and creativity.
Job Tags
Full time, Casual work, Shift work,