Field Representative II, First Responder Print Location: High-profile Healthcare account, Buffalo, NY
Position Overview: The position is for a print support first responder. The candidate must have strong communication skills, both written and oral. Experience in providing support to copier/printer fleet is preferred. The candidate will serve as the central point of contact for direct daily interaction with the customer, responsible for servicing on-site and offsite locally placed equipment. The candidate must be a self-starter, able to multitask, make adjustments as needed, focus on tasks at hand, and prioritize based on the urgency of the customer's needs. Flexibility and strong skills in Excel, Word, Microsoft Outlook, and Office 365 are required.
Position Profile: Responsible for the daily support, service, repair, and availability of RICOH managed devices within a specified geographic area. Responds to customer requests, service requests, and device alerts, providing technical support and training with a focus on customer service. Capable of device setup and installation, preventative maintenance, and routine service of assigned RICOH and third-party manufacturer devices. Serviceable device types include printers, multi-functional devices, and other assets supported as part of RICOH's Service Advantage program (thermal print, lockers, robots, etc.). Responsibilities may include the procurement of printer hardware and the management of an on-site parts/consumables inventory.
Job Duties and Responsibilities: - Ensure that service level agreements (SLAs) between the customer and RICOH are achieved.
- Respond to customer support requests and resolve them quickly, accurately, and professionally.
- Maintain an accurate asset list and location of managed devices using available printer fleet tools and databases.
- Replenish and replace consumables and supplies for devices at assigned locations.
- Monitor device service and supply alerts daily, responding to and resolving service requests to meet SLAs.
- Support continuous fleet optimization efforts by identifying over/under-utilized, frequently serviced, and exception devices.
- Provide training on the use of RICOH equipment and features.
- Train team members on equipment use and aid in mapping devices.
- Perform a full range of servicing and repair, including troubleshooting, diagnostics, installation, component replacement, device "hot swap," removal, and retrofits on assigned equipment.
- Document all service calls and requests using RICOH OFSC and customer systems (when applicable).
- Utilize support resources to minimize field service dispatch and escalate issues to Level 2 support as necessary.
- Proactively communicate the status of problem resolution to the customer.
- Provide end users with detailed remote access knowledge and document complete troubleshooting information.
- Assist in hot swap tasks to ensure user experience stays intact, including providing and communicating jack numbers, IP addresses, and coordinating with end users to remap as necessary.
- Report all network, application, and workstation issues supported by the customer through established channels.
- Perform basic and advanced installations, set up IP addresses, download printer drivers, and provide customer training on supported devices.
- Adhere to IMACD process, coordinating and supporting functional tasks, managing, and communicating statuses in a timely manner.
- Move desktop printers to new locations only with approval through the SR process.
- Maintain an adequate supplies inventory level for devices and their volume requirements.
- Order supplies and maintain appropriate PAR (Periodic Automatic Replacement) levels.
- Monitor and return unused and excess RICOH-owned supplies as PAR levels dictate.
- Manage on-site hardware inventory.
- Manage printer procurement as required by the customer.
- Manage hot swap inventory.
- Document and report all fleet meter reads.
- Complete technical training on new equipment as assigned.
- Support inventory and implementation efforts.
- Complete all required administrative tasks accurately and timely.
- Exhibit a professional appearance and positive demeanor.
- Perform other duties as assigned.
Qualifications (Education, Experience, and Certifications): - High School Diploma (or equivalent) with additional education preferred.
- IT Help Desk Support experience (application & hardware support) preferred.
- Technical Training & Certifications: HP Certifications preferred.
- Completion of Ricoh Learning Institute Courseware within the specified timeframe as assigned/directed by management.
Knowledge, Skills, and Abilities: - Excellent customer service skills.
- Strong interpersonal and verbal communication skills.
- Ability to follow up to ensure closure of issues and communicate effectively.
- Good project management skills and ability to prioritize tasks.
- Strong technical knowledge of network and site-specific printers.
- Strong technical knowledge of company products.
- Working knowledge of electro-mechanical devices, electrical circuitry, electronics, and varying levels of digital competency.
- Methodical approach to resolving problems.
- Ability to read and comprehend written technical information in the form of technical manuals, parts books, and relevant publications.
- Ability to follow pre-established guidelines, using limited judgment to analyze and determine equipment problems (troubleshooting) and the need for routine servicing or parts installation.
Working Conditions, Mental and Physical Demands: - Typically works in an office environment with adequate lighting and ventilation, and a normal range of temperature and noise level.
- Requires internal contact within the department and with other corporate personnel, and external contact with customers, agencies, vendors, etc.
- Work assignments are diversified, using past precedent to resolve work problems and developing new alternatives to resolve problems.
- Modest physical effort is required, including walking, standing, bending, reaching, lifting, or carrying objects up to 50 lbs. (e.g., papers, books, files, small parts, etc.).
- High level of dexterity required in the regular use of various hand tools, including screwdrivers, pliers, wrenches, and electronic testing equipment, with an emphasis on fine-motor skills for work on small electronic and mechanical components.
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.