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Field Service Technician II - Office Equipment and Technology Solutions (Electromechanical and Break

RICOH EMPOWERS WORKPLACES using innovative technologies & services enabling individuals to work smarter. Our people deliver on the promise of Service Excellence.
Ricoh offers a full portfolio of benefit and employee programs such as:
Medical Coverage & Vision Coverage
Dental Coverage
Short/Long Term Disability
Term Life and AD&D Insurance
Spouse and Dependent Life Insurance
Flexible Spending Account
EAP and Work Life Benefits
Time off Benefits including: Vacation, Sick, and Holiday
Tuition Reimbursement......and many more
Our team is made up of full and part time employees. These roles are permanent positions that play a critical role in delivering Ricoh's services and solutions to our customers. Ricoh offers positions with a developmental path and a range of training resources to meet our employees' needs. From on-boarding training to continued development for all of our employees, we provide many resources to set our employees up for continued success.
Ricoh works to motivate employees with competitive pay and benefits that are affordable. We offer proven career paths - locally, regionally, and nationally. WE ARE RICOH! Apply today!
POSITION PROFILE
Services and repairs a variety of office equipment at customer locations, usually within a specific geographic area. May be viewed as specialist on certain products. Additional responsibilities may include Team Lead/Coordinator role. Position requires Industry Certifications.
JOB DUTIES AND RESPONSIBILITIES
Specializes in the servicing and repair of a core set of highly complex office products.
Manages territory, inventory and customer relationships.
As a specialist, provides 2nd level technical support to other technicians.
Actively drives revenue generating opportunities through supply leads, contract sales, network support contract leads, equipment and print assessment leads.
Actively seeks opportunity for the field sale of small MFP/Printers.
Actively participates in Ricoh Extra Value program opportunities as defined, (CS212, etc) and bills accordingly.
Demonstrates ability to navigate company websites such as RWorld, TSRC, RFG Esource to retrieve information / documentation as needed to troubleshoot and repair equipment.
Able to work under minimal supervision.
Conducts follow-up with customer on technician performed TS212 activities when required.
Achieves expected productivity levels associated with assigned territory.
Presents a professional image in business dress and behavior.

Demonstrates expertise and provides specialist services.
Performs a full range of services including equipment and work flow analysis, solution presentation for improved methods, customer training and resultant cost-value benefits.
Demonstrates technical expertise and provides specialist services
Performs a full range of servicing and repair service 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 assignment.
Performs troubleshooting and repairs or replaces equipment components as necessary on equipment that Ricoh supports.
Understands and promotes the use of performance equipment management/monitoring hardware, software, or applications.
Provides support for advanced solutions and applications.
Demonstrates a advanced knowledge of company supplied communication/testing devices such as computers and smart phones/tablets. Demonstrates the ability to use these devices to glean diagnostic and troubleshooting information as needed to repair equipment assigned.
Has networking/connectivity capabilities to include the ability to act as onsite IT support with other department support.
May have other advanced training as required.
Gains and holds certifications as required by company management assignment.
Completes technical training on new equipment as assigned.
Provides advanced training
Conducts OJT for new and experienced technicians as required.
Conducts technical seminars as required.
Serves as a role model and exhibits professional appearance and behavior at all times, under the most difficult situations.
A positive influence/champion within the team/organization.
Proactively seeks ways to improve things.
Manages Territory
Assumes responsibilities of Field Technology Service Manager as required, using current field call management systems.
Effectively executes all required territory management and call handling procedures.
Works closely with sales partners to maximize equipment leads and upgrade opportunities.
Maintains and manages own parts inventory with a high degree of accuracy.
Adheres to territory back-up plans.
Completes all required administrative tasks in an accurate and timely manner.
Complies with all company policies.
Customer Service
Effectively handles the most difficult customer situations.
Acts as a communication link on unresolved technical problems/issues.
Interacts with external customers for the purpose of determining service needs on equipment and ensuring overall high level of customer satisfaction with the service performed.
Understands and promotes the use of "MyRicoh" among customer base.
Maintains productive, professional relationship with all company personnel.
Effectively works with other Ricoh departments as needed.
Responsible for maintaining a "car stock" inventory.
Performs other duties as assigned.
QUALIFICATIONS (Education, Experience, and Certifications)
Typically requires:
Requires high level technical skills typically gained through completion of technical school and 3+ years of related experience including a minimum of 2 years as a Technology Service Consultant I.
Requires 2 Industry Certification and sustained (at least 2 years) of meets or exceeds performance level.
Requires written and verbal communication skills, analytical ability,, computer literate with application experience (WORD, Excel, Outlook/Lotus Notes, etc.)
Requires a valid state driver's license and minimum level of auto insurance coverage per Ricoh policy for positions entailing extensive use of personal car while on company business.
CompTIA A+ and IT Fundamentals Certifications.
Ricoh is an EEO/Affirmative Action Employer -- Minorities/Women/Protected Veterans/Disabled.

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