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. 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.