Field Representative II,Print Support

• Works to ensure that the (SLAs) service level agreements between customer and RICOH are

• Responsible for the daily monitoring of device service and supply alerts, responding to and

• Maintains an accurate asset list and location of managed devices with available printer fleet tools

• Supports continuous fleet optimization efforts through identification of over/under utilized, frequently

• Responds to customer support requests and ensures that they are resolved quickly, accurately, and

• Adheres to IMACD process, coordinating and supporting functional tasks, managing, and

• Maintain an adequate supplies inventory level for devices and their volume requirements.
• Responsible for supply ordering and maintaining appropriate PAR (Periodic Automatic

• Monitor and return unused and excess RICOH owned supplies as PAR levels dictate.
• Documents and reports all fleet meter reads.
• Provides training on the use of RICOH equipment and features.
• Provide Team Member training on use of equipment and features and aid in mapping devices.
• Utilizes support resources to minimize field service dispatch and then escalates issues to Level 2

• Proactively communicate to the customer the status of problem resolution
• Provide the end users with detailed remote access knowledge and document complete trouble shooting

• Assist in hot swap tasks needed to ensure users experience stays intact.
• Responsible for moving desktop printers to a new location only with approval through the SR

• Manage on-site hardware inventory.
• Manages printer procurement as required by the customer.
• Manages hot swap inventory.
• Support inventory and implementation efforts
• Completes all required administrative tasks in an accurate and timely manner.
• Exhibits a professional appearance and positive demeanor.
• Performs other duties as assigned.

• High School Diploma (or equivalent) with additional education preferred
• IT Help Desk Support experience (application & hardware support)
• Technical Training & Certifications: HP Certifications
• Completion of Ricoh Learning Institute courseware within specified timeframe as assigned/directed

• Excellent customer service skills including ability to follow up to ensure closure of issues

• Good project management skills and ability to prioritize tasksStrong technical

• Possesses strong interpersonal and verbal communications skills.
• Possesses methodical approach to resolving problems.

• Typically works in an office environment with adequate lighting and ventilation, and a normal range

• Requires internal contact within department and with other corporate personnel, and external contact

• Work assignments are diversified. Examples of past precedent are used to resolve work problems.

• Modest physical effort is required. Work does require walking, standing, bending, reaching, lifting or

• Requires moderate dexterity - regular application of basic skills (calculator, keyboard, hand tools,

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