Field Representative II, Print Support

• Ensure service level agreements (SLAs) between customer and RICOH are met.
• Monitor device service and supply alerts daily; respond and resolve service requests to maintain device availability.
• Maintain accurate asset list and device locations using fleet tools and databases.
• Support fleet optimization by identifying under/over-utilized and frequently serviced devices.
• Respond to customer support requests promptly and professionally; escalate issues as needed.
• Follow IMACD process, manage functional tasks, and communicate status updates.
• Maintain adequate inventory levels for supplies based on device volume requirements.
• Order supplies and maintain appropriate PAR (Periodic Automatic Replacement) levels.
• Return unused/excess RICOH-owned supplies as needed.
• Document and report all fleet meter reads.
• Provide training on RICOH equipment and features to end users and team members.
• Minimize field service dispatch by utilizing support resources; escalate to Level 2 support when necessary.
• Communicate problem resolution status proactively to customers.
• Provide remote access support and document troubleshooting steps.
• Assist with hot swap tasks to maintain user experience.
• Move desktop printers only with SR process approval.
• Manage on-site hardware inventory and printer procurement.
• Support inventory and implementation efforts.
• Complete all administrative tasks accurately and on time.
• Maintain professional appearance and demeanor.
• Perform other duties as assigned.

• High School Diploma or equivalent; additional education preferred.
• Experience in IT Help Desk Support (application & hardware).
• Technical training and certifications (e.g., HP Certifications).
• Completion of Ricoh Learning Institute courseware within assigned timeframe.

• Excellent customer service and follow-up skills.
• Strong communication and interpersonal skills.
• Good project management and task prioritization abilities.
• Solid technical knowledge of network/site-specific printers and RICOH products.
• Methodical approach to problem-solving.

• Office environment with standard lighting, ventilation, and noise levels.
• Internal contact with departments and external contact with customers/vendors.
• Diversified work assignments; may require developing new solutions.
• Modest physical effort: walking, standing, bending, lifting up to 50 lbs.
• Moderate dexterity: use of calculator, keyboard, hand tools, and coordination.

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