Job Description
Position
Field Services Support Representative I
Job Description
POSITION PROFILE
This position is designed as an entry level technician position to service and repair a variety of company products. Provides installation, preventative maintenance, connectivity/networking adjacencies and routine service on small printer, low end segment devices at customer locations usually within a specific geographic area.
JOB DUTIES AND RESPONSIBILITIES
- Achieves expected productivity levels associated with assigned workload and level of experience.
- Takes responsibility for territory, inventory and customer relationships and escalates appropriate issues in a timely manner.
- Demonstrates good technical and customer relation skills.
- Invoices for services outside of contractual obligations.
DEMONSTRATES TECHNICAL EXPERTISE
- Performs a full range of servicing and repair service procedures including diagnostics, installation, removal and retrofits on assigned equipment.
- Performs Basic Connected installations, sets up IP addresses, downloads printer drivers and provides customer training on printing standalone and network devices including scanning and @remote type technologies.
- Performs effective troubleshooting and repairs or replaces equipment components as necessary.
- Demonstrates required digital competencies associated with assigned products and level assignment.
- Completes technical training on new technologies as assigned.
Additional/Alternate Work Locations (if applicable)
RicohUSA Benefits
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Location
Columbus, Ohio
Job Description Continued
SUPPORTS TERRITORY
- Effectively executes all required territory management and call handling procedures.
- Works closely with sales partners to maximize leads and upgrade opportunities.
- Maintains and manages parts inventories with a high degree of accuracy.
- Assist with calls in support of other calls on vacation/training.
- Completes all required administrative tasks in an accurate and timely manner.
- Complies with all company policies.
CUSTOMER SERVICE
- Interacts with external customers for the purpose of determining service needs ensuring overall high level of customer satisfaction.
- Exhibits professional appearance and professional demeanor at all times.
- Maintains productive, professional relationship with all company personnel, contributing to the overall success of the team.
- Responsible for maintaining a "car stock" inventory.
- Performs other duties as assigned.
QUALIFICATIONS (EDUCATION, EXPERIENCE, AND CERTIFICATIONS)
Typically Required:
- Requires high school diploma. Completed classes and experience involving computers, electronics, mechanics, basic network and basic connectivity and printing software application is desired.
- Requires a valid state driver's license and minimum level of auto insurance coverage per company policy as position entails extensive use of personal car while on company business.
Ricoh is an EEO/Affirmative Action Employer -- Minorities/Women/Protected Veterans/Disabled.