Field Representative II – First Responder Print Position Profile

The Field Representative II is responsible for the daily support, service, repair, and availability of RICOH-managed devices within a designated geographic area. This role emphasizes customer service, technical support, and proactive maintenance of printers, multifunctional devices, and other supported assets (e.g., thermal printers, lockers, robots).

Key Responsibilities Ensure service level agreements (SLAs) are met. Respond to customer support and service requests promptly and professionally. Maintain accurate asset lists and device locations using fleet tools and databases. Replenish and replace consumables and supplies. Monitor and resolve device service and supply alerts. Identify optimization opportunities within the device fleet. Provide training to end users and team members on device usage and features. Perform full-service tasks including troubleshooting, diagnostics, installation, and component replacement. Document service calls using RICOH and customer systems. Escalate unresolved issues to Level 2 support as needed. Assist with remote access troubleshooting and device remapping. Report network, application, and workstation issues through proper channels. Perform installations, IP setup, driver downloads, and customer training. Adhere to IMACD processes and manage related tasks. Manage printer relocation with proper approvals. Maintain and manage inventory of supplies and hardware. Handle printer procurement and hot swap inventory. Record and report fleet meter reads. Complete technical training and support implementation efforts. Perform administrative tasks accurately and on time. Maintain a professional appearance and demeanor. Perform other duties as assigned. Qualifications High School Diploma or equivalent (additional education preferred). IT Help Desk Support experience preferred. HP Certifications preferred. Completion of Ricoh Learning Institute coursework within assigned timeframe. Knowledge, Skills, and Abilities Excellent customer service and communication skills. Strong interpersonal and project management abilities. Technical knowledge of networked and site-specific printers. Familiarity with electro-mechanical devices and digital systems. Ability to read and interpret technical manuals and documentation. Methodical problem-solving approach. Ability to follow pre-established guidelines and use judgment in troubleshooting. Working Conditions & Physical Demands Office environment with standard lighting, ventilation, and noise levels. Internal and external contact with departments, customers, and vendors. Requires walking, standing, bending, and lifting up to 50 lbs. Use of hand tools and fine-motor skills for small component work.