Senior Field Representative, Field Services Support

Position Title: Senior Field Representative - Field Services Support Reports To: Corporate HR Specialist Position Summary Services and repairs a variety of office equipment at customer locations, typically within a specific geographic area. May serve as a specialist on certain products and/or in a Team Lead or Coordinator capacity. Industry certification required (1). Job Duties and Responsibilities Technical Services Specializes in repair of a core set of highly complex office products Performs full range of procedures: diagnostics, installations, removals, and retrofits Troubleshoots and repairs components on B&W, color, and multifunctional devices Demonstrates required digital competencies and completes training on new equipment Works independently; meets productivity expectations Technical Expertise & Leadership Provides 2nd-level technical support to technicians Conducts on-the-job training (OJT) and technical seminars Serves as a role model with professional appearance and behavior Champions team improvement and best practices Territory & Inventory Management Manages territory, inventory, and customer relationships Assumes Field Technology Service Manager duties when needed Maintains accurate parts inventory and adheres to back-up procedures Completes administrative tasks in a timely and accurate manner Supports sales through lead generation opportunities Customer Service Handles the most challenging service scenarios professionally Acts as liaison for unresolved technical issues Ensures high levels of customer satisfaction Maintains "car stock" inventory Performs other duties as assigned Qualifications Education & Experience Technical school graduate with 3+ years of related experience Minimum of 2 years as a Technology Service Consultant I Sustained 2-year track record of meeting or exceeding performance expectations At least 1 industry certification Valid driver's license and insurance as per Ricoh policy Knowledge, Skills, and Abilities Strong understanding of electro-mechanical devices and electronics Expert knowledge of assigned equipment Effective, methodical problem solver Excellent communication and customer service skills Proficient in reading technical materials (manuals, parts books, etc.) Working Conditions & Physical Requirements Primarily office environments with standard lighting and noise Extensive daily travel required (vehicle or walking territory) in all weather Exposure to minor hazards (cuts, burns) and frequent use of chemical solvents May require shift work, overtime, and on-call availability Regular contact with internal teams and customers Physical Demands: Push/pull equipment up to 400 lbs; lift up to 50 lbs Frequent standing, walking, bending, squatting, and kneeling Work in tight/low spaces and upstairs locations Requires use of hand tools and fine motor skills for intricate repairs

Created: 2025-09-26