Field Representative II, MS Onsite Technical Support 

Position Profile

This position may involve one or more of the following responsibilities for high-end equipment (Segment 5+): press operation, copier operation, bindery, fulfillment, quality control, final check, pickup/delivery, facility maintenance, and mailroom duties. This is an allocated position, created only when business needs warrant and must be approved by the Regional Director. The role reports directly to Managed Services Site Leadership, depending on site personnel configuration.

Job Duties and Responsibilities

Adheres to Ricoh Service Excellence performance standards. Performs functions including copy and mail center services, conference room and AV management, convenience copier fleet management, and various support services. Ensures customer satisfaction by accurately preparing, inspecting, compiling, and assembling projects in a timely manner. Meets deadlines by maintaining a steady work pace while ensuring quality and error-free output. Achieves productivity targets as defined by the facility. Maintains all required reporting tools and documentation. Calibrates equipment to ensure color and quality match original documents. Transfers files electronically from the network to color equipment. Produces error-free work by demonstrating operational knowledge of duplication equipment. Optimizes print performance by multitasking on print equipment as workflow permits. Troubleshoots hardware and software issues. Maintains machine performance by resolving simple issues (e.g., clearing jams, refilling toner, replacing oil) and understanding machine error codes. Presents a professional appearance and maintains a clean, organized work area. Manages inventory of equipment parts in accordance with company guidelines. Adheres to company attendance standards, including punctuality and working scheduled hours and overtime as needed. Organizes jobs by validating job names/numbers and reviewing Job Request Forms. Performs a full range of service procedures including diagnostics, installation, removal, and retrofits on complex office products. Demonstrates required digital competencies for assigned products and levels. Troubleshoots and repairs or replaces equipment components as necessary. Completes technical training on new equipment as assigned. Performs other duties as assigned.

Qualifications (Education, Experience, and Certifications)

High school diploma or equivalent required. Minimum of 3 years of related experience required; 5 years preferred.

Knowledge, Skills, and Abilities

Excellent customer service skills. Strong organizational and prioritization abilities. Proficiency in using, calibrating, and troubleshooting office and technical equipment.

Working Conditions, Mental and Physical Demands

Typically an office environment with adequate lighting, ventilation, and normal temperature and noise levels. Work assignments are varied and require the ability to interpret, comprehend, and apply complex information. Some physical effort is required. While mostly sedentary, the role involves walking, standing, bending, reaching, and lifting or carrying objects up to 50 lbs. Moderate dexterity required, including regular use of calculators, keyboards, hand tools, and coordination between eyes and hands.