Job Description
Job Title: Field Representative II, Print Support Position Profile: The Field Representative II is responsible for the daily support of assigned RICOH-managed devices within the customer's fleet. This role focuses on delivering exceptional customer service by responding to technical support and training requests, replenishing consumables, and performing basic maintenance. The position may also involve managing on-site inventory and assisting with printer hardware procurement.
Key Responsibilities: - Ensure service level agreements (SLAs) between the customer and RICOH are consistently met.
- Monitor device service and supply alerts daily; respond to and resolve service requests promptly.
- Maintain accurate asset lists and device locations using fleet tools and databases.
- Support fleet optimization by identifying under/over-utilized or frequently serviced devices.
- Respond to customer support requests with professionalism and escalate issues as needed.
- Adhere to the IMACD process, managing tasks and communicating status updates effectively.
- Maintain adequate inventory levels for supplies and manage supply ordering and PAR levels.
- Return unused/excess RICOH-owned supplies as needed.
- Document and report all fleet meter reads.
- Provide training to end users on RICOH equipment and features.
- Assist with hot swap tasks and desktop printer relocations (with proper approval).
- Manage on-site hardware and hot swap inventory.
- Support inventory and implementation efforts.
- Complete all administrative tasks accurately and on time.
- Maintain a professional appearance and positive demeanor.
- Perform other duties as assigned.
Qualifications: Required: - High School Diploma or equivalent (additional education preferred).
- Experience in IT Help Desk Support (application and hardware).
- Completion of Ricoh Learning Institute courseware within the assigned timeframe.
Preferred: - Technical training and certifications (e.g., HP Certifications).
Knowledge, Skills, and Abilities: - Excellent customer service and follow-up skills.
- Strong project management and task prioritization abilities.
- Solid technical knowledge of networked and site-specific printers.
- Effective interpersonal and verbal communication skills.
- Methodical approach to problem-solving.
Working Conditions & Physical Demands: - Office environment with standard lighting, ventilation, and noise levels.
- Internal and external contact with departments, customers, vendors, etc.
- Work assignments may require developing new solutions to resolve issues.
- Modest physical effort including walking, standing, bending, and lifting up to 50 lbs.
- Moderate dexterity required for tools, keyboard use, and coordination.
Note: This job description outlines the general nature and level of work performed. It is not intended to be an exhaustive list of all responsibilities, skills, or working conditions.
Job Tags
Work at office, Relocation,