Field Representative II, MS Onsite Technical Support POSITION PROFILE

May perform one or more of the following functions for high-end equipment (Segment 5+): press operation, copier operation, bindery, fulfillment, quality control, final check, pickup/delivery, facility maintenance, and mailroom duties.

This is an allocated position and exists only when business needs warrant it and must be approved by the Regional Director. This position reports directly to Managed Services Site Leadership, depending on site personnel configuration.

Job Duties and Responsibilities

• Follows Ricoh Service Excellence performance requirements.

• Responsible for any or all of the following functions, including copy and mail center services, conference room and AV management, convenience copier fleet management, and various support services.

• Achieves customer satisfaction by consistently preparing, inspecting, compiling, and assembling projects accurately and in a timely manner.

• Meets deadlines by working at a quick and steady pace while maintaining quality and error-free work.

• Achieves Time Productive statistics by meeting standards established by the facility.

• Maintains all required reporting tools.

• Demonstrates the ability to calibrate equipment by producing color and quality matches to original documents.

• Demonstrates the ability to transfer files electronically by sending files from the network to color equipment.

• Produces error-free work by demonstrating operational knowledge of duplication equipment used at the location.

• Maximizes print performance, as workflow permits, by simultaneously performing a minimum of two functions on print equipment.

• Troubleshoots all hardware and software issues with equipment.

• Maintains optimal machine performance by correcting simple machine problems (clearing jams, refilling toner, replacing machine oil, etc.) and utilizing machine codes to report equipment failures.

• Presents a professional appearance to clients by adhering to company dress standards.

• Maintains a clean and organized work area.

• Maintains and orders inventories of equipment parts in accordance with company guidelines and processes.

• Meets company attendance standards by reporting to work punctually and working all scheduled hours and any required overtime.

• Organizes jobs by validating job names and numbers, reviewing Job Request Forms, and organizing supplies.

• Performs a full range of servicing and repair procedures, including diagnostics, installation, removal, and retrofits on a core set of highly complex office products.

• Demonstrates required digital competencies associated with assigned products and level assignments.

• Performs troubleshooting and repairs or replaces equipment components as necessary.

• Completes technical training on new equipment as assigned.

• Performs other duties as assigned.

Qualifications (Education, Experience, and Certifications)

Typically Required: • High school diploma or equivalent.

• Minimum of 3 years of related experience required; 5 years preferred.

Knowledge, Skills, and Abilities

• Excellent customer service skills.

• Strong organizational skills and the ability to prioritize tasks.

• Ability to operate, calibrate, and troubleshoot office and complex technical equipment.

Working Conditions, Mental, and Physical Demands

• Typically works in an office environment with adequate lighting, ventilation, and normal temperature and noise levels.

• Work assignments are diversified and require the ability to interpret, comprehend, and apply complex materials, data, and instructions, as well as prepare, provide, and convey information.

• Some physical effort is required. While work is primarily sedentary, it does involve walking, standing, bending, reaching, lifting, or carrying objects weighing up to 50 lbs. (e.g., paper, books, files, and small parts).

• Moderate dexterity is required, including regular use of calculators, keyboards, hand tools, and eye-hand coordination