Job Description

Field Representative II, Print Support SCA

$19.00 - $21.00 per hour

POSITION PROFILE

Responsible for the daily support of site-specific network and workstation printers. Responds to customer requests for technical support and training, with a strong focus on customer service.

Documents all service calls and requests using TRAC Solution and escalates serious problems to a Customer Service Technician and, as necessary, to the Integrated Account Manager. Works to ensure that service level agreements between the customer and RICOH are achieved.

Additional responsibilities may include the procurement of printer hardware and management of an on-site parts and consumables inventory.

Job Duties and Responsibilities

• Provide daily support for network and workstation printers.
• Respond to customer support requests and ensure issues are resolved quickly, accurately, and professionally.
• Escalate technical problems to a technician as necessary.
• Keep customers informed of the progress and status of problem resolution.
• Provide end users with detailed remote-access support and document complete troubleshooting information.
• Provide regular account updates, including fleet status and performance information, to the Printer Fleet Manager or Integrated Account Manager.
• Manage on-site hardware and consumables inventory.
• Coordinate printer procurement as required by the customer.
• Manage printer hot-swap inventory.
• Document and report all fleet meter reads.
• Maintain printer fleet tools and databases.

Qualifications Education, Experience, and Certifications

Typically requires:

• High School Diploma or equivalent; additional education preferred.
• IT Help Desk Support experience, including application and hardware support.
• Technical training and certifications, including HP certifications.

Knowledge, Skills, and Abilities

• Excellent customer service skills.
• Good project management skills with the ability to effectively prioritize tasks.
• Strong technical knowledge of network and site-specific printers.
• Strong knowledge of company products and related solutions.

Working Conditions, Mental and Physical Demands

• Typically works in an office environment with adequate lighting and ventilation and normal ranges of temperature and noise.
• Requires internal interaction within the department and with other corporate personnel, as well as external interaction with customers, agencies, vendors, and other stakeholders.
• Work assignments are diversified. Past precedents may be used to resolve work-related problems, and new alternatives may be developed when necessary.
• Requires modest physical effort, including walking, standing, bending, reaching, lifting, and carrying objects weighing up to 50 lbs., such as papers, books, files, and small parts.
• Requires moderate dexterity and the regular application of basic skills involving calculators, keyboards, hand tools, and hand-eye coordination.

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by individuals assigned to this position. They are not intended to represent an exhaustive list of all responsibilities, skills, efforts, or working conditions associated with the job.

Come Create at Ricoh:

If you are seeking a team driven by passion and purpose, come create with us at Ricoh. We are a team of information seekers and customer-obsessed collaborators who aspire to deliver the services, solutions, and technologies that empower business success. We are looking for talented, inspired individuals to join us to help drive high-performance team and our commitment to excellence.

Ricoh is an integrated solutions provider and partner that connects people and technology, creates outstanding customer experiences, and delivers innovation for businesses worldwide. We empower digital workplaces by enabling individuals to work smarter from any location and harness the power of information—how it is collected, stored, managed, and shared—to unlock the potential in every organization. We deliver services and technologies that inspire our customers’ success and guide them toward a better and more sustainable future. If you are seeking a purpose-driven and passionate team, come create with us, and help drive our high-performance culture of excellence into tomorrow.

Invest in Yourself:

At Ricoh, you can:

• Choose from a broad selection of medical, dental, life, and disability insurance options.
• Contribute to your financial security with Retirement Savings Plan (401K), Health Savings Account (HSA), and Flexible Spending Account (FSA) investments.
• Augment your education with team member tuition assistance programs.
• Enjoy paid vacation time and paid holidays annually
• Tap into many other benefits to enhance your health, wellness, and ongoing personal and professional development.