Platzhalter Bild

Field Representative II, Print Support presso Ricoh Americas Holdings

Ricoh Americas Holdings · Honolulu, Stati Uniti d'America · Onsite

45.760,00 USD  -  49.920,00 USD

Candidarsi ora

Field Representative II, Print Support

This Position Offers $750 sign on bonus for New Ricoh members!

 Position Profile

Responsible for the daily support of assigned RICOH-managed devices within the customer's fleet. This includes responding to customer requests for technical support and training, with a strong focus on customer service. Duties involve consumable replenishment (toner, labels, paper, etc.), basic end-user device maintenance, and escalation of service issues as needed. May also include printer hardware procurement and management of on-site parts/consumables inventory.

Job Duties and Responsibilities

  • 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.

Qualifications (Education, Experience, Certifications)

  • 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.

Knowledge, Skills, and Abilities

  • 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.

Working Conditions, Mental and Physical Demands

  • 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.
Candidarsi ora

Altri lavori