Field Representative II, First Responder Print

About This Role

Serve as the primary contact for maintaining Ricoh managed devices, ensuring seamless operation and support within a designated geographic area. This role focuses on prompt customer engagement, technical assistance, and upholding service level agreements.

Responsibilities

• Engage proactively to uphold service level agreements (SLAs) between customers and RICOH, ensuring prompt and effective resolution of support requests
• Maintain an accurate inventory of managed devices, utilizing advanced printer fleet tools and databases to track assets and their locations
• Conduct routine maintenance, replenish consumables, and swiftly address service alerts to uphold device availability as per SLAs
• Perform continuous optimization efforts, identifying opportunities for fleet improvement and providing comprehensive training on device utilization
• Execute a full spectrum of servicing and repairs, leveraging technical expertise to troubleshoot, diagnose, and resolve issues promptly
• Collaborate closely with internal support resources, minimizing service dispatches and escalating complex issues as needed to ensure swift resolution

Requirements

• High School Diploma (or equivalent)
• Passion for technical support and customer service excellence
• Prior experience in IT Help Desk Support (application and hardware support)
• Technical training & certifications

Qualifications

• High School Diploma (or equivalent)
• Prior experience in IT Help Desk Support, preferably with exposure to both application and hardware support.

Nice to Have

• HP Certifications
• Completion of Ricoh Learning Institute Courseware
• Additional education beyond high school diploma
• Demonstrated proficiency in managing hardware inventory, including procurement and maintenance of on-site parts/consumables

Benefits