Field Representative II, Print Support

Ricoh USA, Inc.; El Segundo (CA); On-site; USD 26,000 - 36,000; Full time

Benefits offered by this job

Health insurance

401K

HSA

FSA

Tuition assistance

Paid vacation

Job summary

Ricoh USA, Inc. in El Segundo, CA is seeking a Field Representative II for Print Support. You will manage hot-swap inventory, support customer devices, replenish consumables, and provide training to users on Ricoh equipment.

The role involves ensuring SLA achievement, monitoring service and supply alerts, and coordinating on-site inventory and procurement to keep customer fleets running smoothly.

Qualifications

• High School Diploma (or equivalent); additional education preferred.
• IT Help Desk Support experience (application and hardware support).
• Technical training and certifications, including HP certifications.
• Ricoh Learning Institute courseware completed within the assigned timeframe.

Responsibilities

• Maintain SLAs between customer and Ricoh to ensure service performance.
• Monitor device service and supply alerts; resolve requests to keep devices available.
• Keep accurate asset lists and locations of managed devices.
• Support fleet optimization by identifying over/underutilized devices and exceptions.
• Provide remote guidance and training to end users; escalate issues when needed.
• Adhere to IMACD process and communicate statuses timely.
• Maintain PAR levels and supplies inventory; manage on-site inventory.
• Oversee printer procurement and hardware moves per approvals.

Skills

Customer service

Technical support

Printer maintenance

Asset management

Education

High School Diploma

Tools

Printer fleet tools

Job description

• Manages hot-swap inventory.

Job Description

Field Representative II, Print Support

$19.67 - $26.06 per hour

POSITION PROFILE

Responsible for the daily support of assigned RICOH managed devices within the customer's fleet. Responds to customer requests for technical support and training, with a focus on customer service. Responsible for consumable (toner, labels, paper, etc.) replenishment, appropriately facilitating service and supply requests. Capable of performing basic end-user device maintenance tasks, escalating service problems as necessary. 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 Service Level Agreements (SLAs) between the customer and RICOH are achieved.
• Responsible for the daily monitoring of device service and supply alerts, responding to and resolving service requests so device availability meets service level agreements.
• Maintains an accurate asset list and location of managed devices using available printer fleet tools and databases.
• Supports continuous fleet optimization efforts through identification of overutilized, underutilized, frequently serviced, and exception devices.
• Responds to customer support requests and ensures that they are resolved quickly, accurately, and professionally. Escalates service problems as necessary.
• Adheres to the IMACD process, coordinating and supporting functional tasks while managing and communicating statuses in a timely manner.
• Maintains an adequate supplies inventory level for devices and their volume requirements.
• Responsible for supply ordering and maintaining appropriate PAR (Periodic Automatic Replacement) levels.
• Monitors and returns unused and excess RICOH-owned supplies as PAR levels dictate.
• Documents and reports all fleet meter reads.
• Provides training on the use of RICOH equipment and features.
• Provides team member training on the use of equipment and features and assists in mapping devices.
• Utilizes support resources to minimize field service dispatches and escalates issues to Level 2 support as necessary.
• Proactively communicates the status of problem resolution to customers.
• Provides end users with detailed remote access guidance and documents complete troubleshooting information.
• Assists in hot-swap tasks needed to ensure a positive user experience.
• Responsible for moving desktop printers to a new location only with approval through the SR process.
• Manages on-site hardware inventory.
• Manages printer procurement as required by the customer.
• Manages hot-swap inventory.
• Supports inventory and implementation efforts.
• Completes all required administrative tasks accurately and in a timely manner.
• Exhibits a professional appearance and positive demeanor.
• Performs other duties as assigned.

Qualifications (Education, Experience, and Certifications)

Typically Requires

• High School Diploma (or equivalent); additional education preferred.
• IT Help Desk Support experience (application and hardware support).
• Technical training and certifications, including HP certifications.
• Completion of Ricoh Learning Institute courseware within the specified timeframe as assigned or directed by management.

Knowledge, Skills, and Abilities

• Excellent customer service skills, including the ability to follow up to ensure closure of issues and communicate effectively.
• Good project management skills and the ability to prioritize tasks.
• Strong technical knowledge of network and site-specific printers, as well as company products.
• Possesses strong interpersonal and verbal communication skills.
• Possesses a methodical approach to resolving problems.

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 levels.
• Requires internal contact within the department and with other corporate personnel, as well as external contact with customers, agencies, vendors, and others.
• Work assignments are diversified. Examples of past precedent are used to resolve work problems, and new alternatives may be developed to resolve issues.
• Modest physical effort is required. Work may require walking, standing, bending, reaching, lifting, or carrying objects weighing up to 50 pounds (e.g., papers, books, files, and small parts).
• Requires moderate dexterity and regular application of basic skills, including the use of calculators, keyboards, hand tools, and eye-hand coordination.

The above statements are intended to describe the general nature and level of work being performed by individuals assigned to this position. They are not intended to be an exhaustive list of all responsibilities, skills, efforts, and working conditions associated with the job.

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 : 8438
• Job Category : Service Delivery
• Posting Date : 2026-09-14T17:24:54+00:00
• Degree Level : High School Graduate
• Job Schedule : Full time
• Locations : El Segundo, CA, United States
• Salary Range : $19.67 - $26.06
• Driving requirements : Personal Vehicle
• Sign-on Bonus : No