**Field Representative II, Print Support SCA** **Position Profile** Responsible for the daily support of site-specific network and workstation printers. Responds to customer requests for technical support and training, with a strong focus on customer service. All service calls and requests are documented using TRAC Solution, and serious issues are escalated to a Customer Service Technician and, if necessary, to the Integrated Account Manager. The role also includes managing service level agreements (SLAs) between the customer and Ricoh, as well as overseeing printer hardware procurement and on-site parts/consumables inventory. **Job Duties and Responsibilities** + Provides daily support for network and workstation printers. + Responds to customer support requests and ensures timely, accurate, and professional resolution. + Escalates unresolved issues to a technician as needed. + Keeps customers informed on the status of problem resolution. + Offers end users detailed remote access support and documents troubleshooting steps. + Provides regular updates on fleet status and performance to the Printer Fleet Manager or Integrated Account Manager. + Manages on-site hardware and consumables inventory. + Handles printer procurement as required by the customer. + Maintains printer hot swap inventory. + Documents and reports all fleet meter reads. + Maintains printer fleet tools and databases. **Qualifications (Education, Experience, and Certifications)** **Typically Required:** + High school diploma or equivalent (additional education preferred). + Experience in IT Help Desk Support (application and hardware support). + Technical training and certifications, such as HP Certifications. **Knowledge, Skills, and Abilities** + Excellent customer service skills. + Strong project management and task prioritization abilities. + In-depth technical knowledge of network and site-specific printers, as well as company products. **Working Conditions, Mental and Physical Demands** + Typically works in an office environment with standard lighting, ventilation, temperature, and noise levels. + Requires internal communication with departments and corporate personnel, and external communication with customers, agencies, and vendors. + Work assignments are varied; past precedents are used to resolve issues, and new solutions may be developed. + Modest physical effort required: walking, standing, bending, reaching, and lifting or carrying objects up to 50 lbs. + Moderate dexterity required for regular use of tools, calculators, keyboards, and hand-eye coordination. _Note: The above statements describe the general nature and level of work being performed. They are not intended to be an exhaustive list of all responsibilities, skills, efforts, or working conditions associated with the job. s_ 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.