Field Print Technician II: Rapid On-Site Support

Ricoh USA, Inc.; Apex (NC); On-site; USD 55,000 - 72,000; Full time

Benefits offered by this job

Health benefits

401K

Tuition assistance

Paid vacation

Job summary

Ricoh USA, Inc. is seeking a Field Representative II – First Responder Print to serve as the on-site lead for a designated area. You will ensure seamless operation, engage with customers, and provide technical assistance to maintain printer fleets and SLA compliance.

You will work with a team to resolve issues quickly, optimize fleet performance, and deliver excellent customer experiences while supporting global customers as part of a larger organization.

Qualifications

• High School Diploma or equivalent.
• Experience in IT Help Desk Support, preferably with both application and hardware support.
• Technical training and certifications, with preference for HP certifications and Ricoh Learning Institute coursework.
• Strong customer service and communication skills.
• Ability to troubleshoot technical issues and work independently in a field-based environment.

Responsibilities

• Proactively support and maintain SLAs between customers and Ricoh by ensuring timely resolution of service requests.
• Maintain accurate inventory records for managed devices using fleet management tools and databases.
• Perform routine maintenance, replenish consumables, and respond quickly to service alerts to maximize device uptime.
• Identify opportunities to optimize fleet performance and provide user training to enhance device utilization and efficiency.
• Execute a full range of service and repair activities, including troubleshooting, diagnosing, and resolving hardware and software issues.
• Partner with internal support teams to minimize service dispatches and escalate complex issues when necessary.

Skills

IT Help Desk Support

Customer service

Field-based work

Troubleshoot issues

Strong communication

Independent worker

Education

High School Diploma or equivalent

Tools

Printer fleet tools

Inventory tracking systems

HP certifications

Job description

Ricoh USA, Inc. is seeking a Field Representative II – First Responder Print to serve as the on-site lead for a designated area. You will ensure seamless operation, engage with customers, and provide technical assistance to maintain printer fleets and SLA compliance.

You will work with a team to resolve issues quickly, optimize fleet performance, and deliver excellent customer experiences while supporting global customers as part of a larger organization.