Field Representative II, First Responder Print

Ricoh USA, Inc.; Apex (NC); On-site; USD 60,000 - 85,000; Full time

Benefits offered by this job

Medical insurance

Retirement plan 401K

HSA

FSA

Tuition assistance

Paid vacation

Paid holidays

Job summary

Ricoh USA, Inc. in Apex, NC is seeking a Field Representative II – First Responder Print to be the onsite site leader for Ricoh-managed devices. You will engage with customers, maintain equipment, and resolve issues promptly while coordinating with a global team to meet SLA goals.

The role emphasizes strong customer service, IT help desk experience, and technical troubleshooting in a field-based environment. A high school diploma is required, with Ricoh Learning Institute coursework preferred.

Qualifications

• High School Diploma or equivalent.
• Experience in IT Help Desk Support with both application and hardware experience.
• Technical training and Ricoh/HP certifications preferred.
• 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 with timely resolutions.
• Maintain accurate inventory records for managed devices and locations.
• Perform routine maintenance, replenish consumables, respond to service alerts to maximize uptime.
• Identify opportunities to optimize fleet performance and train users on device utilization.
• Execute service and repair activities, troubleshooting hardware and software issues.
• Partner with internal teams to minimize dispatches and escalate complex issues as needed.

Skills

Customer service

Communication

Troubleshooting

Field-based work

Independent work

Education

High School Diploma or equivalent

Tools

Printer fleet management tools

IT Help Desk software

Job description

Field Representative II – First Responder Print

In this dynamic role, you will serve as the first point of contact for ensuring the seamless operation and support of Ricoh-managed devices across a designated geographic area. You will engage directly with customers, respond promptly to their needs, and provide technical assistance with professionalism and expertise, delivering an exceptional customer experience.

Job Description

Field Representative II – First Responder Print

In this dynamic role, you will serve as the first point of contact for ensuring the seamless operation and support of Ricoh-managed devices across a designated geographic area. You will engage directly with customers, respond promptly to their needs, and provide technical assistance with professionalism and expertise, delivering an exceptional customer experience.

Ricoh simplifies global print operations, enabling our customers to deliver world-class products and services with confidence. Our team is committed to resolving issues swiftly and escalating globally when needed. With over 600 devices across 58 countries at this customer, we treat every printer as if it were our own, driven by a relentless focus on customer obsession in every interaction.

For this customer, you will be working on-site directly with the customer as the site leader. You will be focused on maintaining the equipment at that location while also supporting the customer globally as part of a larger team.

Roles & Responsibilities

• Proactively support and maintain service level agreements (SLAs) between customers and Ricoh by ensuring timely and effective resolution of service requests.
• Maintain accurate inventory records for managed devices using printer fleet management tools and databases to track assets and locations.
• Perform routine maintenance, replenish consumables, and respond quickly to service alerts to maximize device uptime and SLA compliance.
• 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 elevate complex issues when necessary to ensure timely resolution.

Required Qualifications

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

Preferred Qualifications

• Additional education beyond a high school diploma.
• Experience managing hardware inventory, including procurement, maintenance, and tracking of on-site parts and consumables.
• Proven ability to support and optimize print device fleets in a customer-facing environment.

Why Join Us?

If you're passionate about technology, customer service, and problem-solving, this is an excellent opportunity to make a meaningful impact in the world of print technology. Join a dynamic team dedicated to innovation, continuous improvement, and delivering exceptional service to customers every day.

About Us

Come Create at Ricoh: If you are seeking a team driven by passion and purpose, come create with us at Ricoh. We are a team of information seekers and customer-obsessed collaborators who aspire to deliver the services, solutions, and technologies that empower business success. We are looking for talented, inspired individuals to join us to help drive high-performance team and our commitment to excellence. Ricoh is an integrated solutions provider and partner that connects people and technology, creates outstanding customer experiences, and delivers innovation for businesses worldwide. We empower digital workplaces by enabling individuals to work smarter from any location and harness the power of information—how it is collected, stored, managed, and shared—to unlock the potential in every organization. We deliver services and technologies that inspire our customers’ success and guide them toward a better and more sustainable future. If you are seeking a purpose-driven and passionate team, come create with us, and help drive our high-performance culture of excellence into tomorrow.

Invest In Yourself

At Ricoh, you can:

• Choose from a broad selection of medical, dental, life, and disability insurance options.
• Contribute to your financial security with Retirement Savings Plan (401K), Health Savings Account (HSA), and Flexible Spending Account (FSA) investments.
• Augment your education with team member tuition assistance programs.
• Enjoy paid vacation time and paid holidays annually
• Tap into many other benefits to enhance your health, wellness, and ongoing personal and professional development.

JOB INFO

Job Identification : 8441

Job Category : Service Delivery

Posting Date : 2026-10-29T14:59:52+00:00

Degree Level : High School Graduate

Job Schedule : Full time

Locations : Apex, NC, United States

Driving requirements : Personal Vehicle

Sign-on Bonus : No