Senior Field Representative, Field Services Support

Position Profile:

Services and repairs a variety of office equipment at customer locations within a specific geographic area. May specialize in certain products and take on Team Lead/Coordinator roles. Requires one Industry Certification.

Job Duties and Responsibilities:

Specialized Servicing and Repair: Serves and repairs a core set of highly complex office products. Manages territory, inventory, and customer relationships. Provides second-level support to other technicians. Achieves productivity levels expected for the workload and experience. Drives revenue opportunities through supply leads, contract sales, network support, and equipment assessments. Works under minimal supervision, demonstrating technical expertise and digital competencies. Advanced Training: Conducts on-the-job training for new and experienced technicians. Leads technical seminars as needed. Serves as a role model, maintaining professional appearance and behavior. Proactively seeks improvement opportunities. Territory Management: Assumes responsibilities of Field Technology Service Manager as required. Executes territory management and call handling procedures. Collaborates with sales partners for equipment leads and upgrade opportunities. Maintains accurate parts inventory and adheres to territory backup plans. Completes administrative tasks accurately and timely. Complies with all company policies. Customer Service: Handles difficult customer situations effectively. Represents communication link on unresolved technical issues. Engages with external customers to determine service needs and ensure satisfaction. Maintains productive, professional relationships with colleagues. Responsible for maintaining a "car stock" inventory. Performs other duties as assigned.   Qualifications: Education, Experience, and Certifications: High-level technical skills from technical school and 3+ years of related experience, including at least 2 years as a Technology Service Consultant I. One Industry Certification and sustained performance level for at least 2 years. Valid state driver's license and minimum auto insurance per Ricoh policy for extensive car use. Knowledge, Skills, and Abilities: Excellent knowledge of electro-mechanical devices and electronics. Expert knowledge of assigned equipment. Methodical problem-solving approach. Strong interpersonal and verbal communication skills. Exceptional customer service skills, including follow-up to ensure issue closure. Proficient in reading and comprehending technical manuals, parts books, and relevant publications.

 

Working Conditions, Mental and Physical Demands: Office environment with adequate lighting, ventilation, and normal temperature and noise levels. Extensive daily travel by car between customer locations. Walking territory in limited urban areas may require extensive travel by foot in various weather conditions. Exposure to minor cuts and burns, chemical solvents, and cleaners. Shift work, overtime, stand-by, and/or on-call may be required. Daily internal contact with dispatch for service call instructions. Direct contact with the parts department for orders and Field Service Manager for reviews. Daily external contact with customers (mostly office managers and machine operators) for equipment problem resolution. Work-related stress due to increased service call volume and occasional contact with dissatisfied customers. Physical effort required to move objects up to 400 pounds, lift and carry objects up to 50 pounds, and install equipment. Frequent walking, standing, bending, reaching, and lifting required. Tool cases and service-related tools weighing 25 to 50 pounds must be carried to various locations, often upstairs.