Field Representative II, First Responder Print

Ricoh USA, Inc.; Pleasanton (CA); On-site; USD 21,000 - 36,000; Full time

Benefits offered by this job

Medical, dental, life, and disability

401K retirement savings plan

Health Savings Account (HSA)

Flexible Spending Account (FSA)

Tuition assistance

Paid vacation and holidays

Job summary

Ricoh USA, Inc. is seeking a Field Representative II, First Responder Print to support daily service, repair, and availability of Ricoh managed devices within a designated geographic area, with a focus on customer service.

The role includes installing and maintaining printers and MFDs, managing parts/inventory, and providing training on Ricoh equipment. The ideal candidate will have a High School Diploma, IT Help Desk experience, and HP certifications, with Ricoh Learning Institute coursework

Qualifications

• High School Diploma (or equivalent) required; additional education preferred.
• IT Help Desk support experience (application & hardware) preferred.
• HP Certifications preferred.
• Ricoh Learning Institute Courseware completion within specified timeframe as assigned by management.

Responsibilities

• Respond to customer support requests and ensure quick, accurate, professional resolution.
• Maintain an accurate asset list and location of managed devices using printer fleet tools.
• Replenish and replace consumables for devices at assigned locations.
• Monitor device service and supply alerts to meet service level agreements.
• Provide training on Ricoh equipment and features to end users.

Skills

Customer service

Verbal communication

Interpersonal skills

Problem solving

Technical aptitude

Education

High School Diploma

HP Certifications

Ricoh Learning Institute coursework

Tools

Printer fleet tools

IP addressing basics

Job description

Field Representative II, First Responder Print

Job Description $18.32 - $25.50 per hour

POSITION PROFILE Responsible for the daily support, service, repair, and availability of RICOH managed devices within a specified geographic area. Responds to customer requests, service requests and device alerts, technical support, and training with a focus toward customer service. Capable of device set-up and installation, preventative maintenance and routine service of assigned RICOH and 3 rd party manufacturer devices. Serviceable device types include printers and multi-functional devices as well as other assets supports as part of RICOH's Service Advantage program (thermal print, lockers, robots, etc.). Responsibilities may include the procurement of printer hardware and the management of an on-site parts/consumables inventory.

Job Duties And Responsibilities

• Works to ensure that the (SLAs) service level agreements between customer and RICOH are achieved.
• Responds to customer support requests and ensures they are resolved quickly, accurately, and professionally.
• Maintains an accurate asset list and location of managed devices with available printer fleet tools and databases.
• Replenishes and replaces consumables and supplies for devices at assigned locations.
• Responsible for the daily monitoring of device service and supply alerts, responding to and resolving service requests so device availability meets service level agreements.
• Supports continuous fleet optimization efforts through identification of over/under utilized, frequently serviced, and exception devices.
• Provides training on the use of RICOH equipment and features.
• Provide Team Member training on use of equipment and features and aid in mapping devices.
• Performs a full range of servicing and repair including troubleshooting, diagnostics, installation, component replacement, device "hot swap", removal, and retrofits on assigned equipment
• Documents all service calls and request using RICOH OFSC and customer (when applicable) systems.
• Utilizes support resources to minimize field service dispatch and then escalates issues to Level 2 support, as necessary.
• Proactively communicate to the customer the status of problem resolution
• Provide the end users with detailed remote access knowledge and document complete trouble shooting information.
• Assist in hot swap tasks needed to ensure users experience stays intact. Tasks may include providing and communicating jack numbers, IP addresses, and coordinating with end user to remap, as necessary.
• Report through established channels all network, application and workstation issues that are supported by the customer.
• Performs basic and advanced installations, sets up IP addresses, downloads printer drivers and provides customer training on supported devices.
• Adheres to IMACD process, coordinating and supporting functional tasks, managing, and communicating statuses in a timely manner
• Responsible for moving desktop printers to a new location only with approval through the SR process.
• Maintain an adequate supplies inventory level for devices and their volume requirements
• Responsible for supply ordering and maintaining appropriate PAR (Periodic Automatic Replacement) levels.
• Monitor and return unused and excess RICOH owned supplies as PAR levels dictate.
• Manage on-site hardware inventory.
• Manages printer procurement as required by the customer.
• Manages hot swap inventory.
• Documents and reports all fleet meter reads.
• Completes technical training on new equipment as assigned.
• Support inventory and implementation efforts
• Completes all required administrative tasks in an accurate and timely manner.
• Exhibits a professional appearance and positive demeanor.
• Performs other duties as assigned.

Typically Requires

• High School Diploma (or equivalent) with additional education preferred.
• IT Help Desk Support experience (application & hardware support) preferred.
• Technical Training & Certifications: HP Certifications preferred.
• Completion of Ricoh Learning Institute Courseware within specified timeframe as assigned/directed by management.

KNOWLEDGE, Skills And Abilities

• Excellent customer service skills
• Possesses strong interpersonal and verbal communications skills.
• Possesses excellent customer service skills including ability to follow up to ensure closure of issues and can communicate effectively.
• Good project management skills and ability to prioritize tasks
• Strong technical knowledge of network and site-specific printers
• Strong technical knowledge of company products
• Requires working knowledge of electro-mechanical devices, electrical circuitry, electronics, and varying levels of digital competency.
• Possesses methodical approach to resolving problems.
• Possesses ability to read and comprehend written technical information in the form of technical manuals, parts books, and relevant publications.
• The technical aspect of this position requires following pre-established guidelines, using limited judgment. Judgment is used to analyze and determine the problem on the equipment (troubleshooting). It is also used in determining the need for routine servicing or parts to be installed.

Working Conditions, MENTAL AND PHYSICAL DEMANDS

• Typically works in an office environment with adequate lighting and ventilation, and a normal range of temperature and noise level
• Requires internal contact within department and with other corporate personnel, and external contact with customers, agencies, vendors, etc.
• Work assignments are diversified. Examples of past precedent are used to resolve work problems. New alternatives may be developed to resolve problems
• Modest physical effort is required. Work does require walking, standing, bending, reaching, lifting or carrying objects that may weigh up to 50 lbs. (e.g., papers, books, files and small parts, etc.)
• A fairly high level of dexterity is required in the regular use of a variety of hand tools. These tools will include, but are not limited to, screwdrivers, pliers, wrenches, and some electronic testing equipment. There is an emphasis on fine‑motor skills for work on small electronic and mechanical components.

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 : 8523 Job Category : Service Delivery Posting Date : 2026-10-07T22:05:35+00:00 Degree Level : High School Graduate Job Schedule : Full time Locations : Pleasanton, CA, United States Salary Range : 18.32 - 25.50 Driving requirements : Company/Customer Vehicle (or Fleet) Sign-on Bonus : No Sign-on Bonus Amount : 0.00