Printer Fleet Support Technician II

Ricoh USA, Inc.; Roanoke (VA); On-site; USD 54,443,000 - 60,174,000; Full time

Job summary

Ricoh USA, Inc. is seeking a Field Representative II to provide daily on-site and remote support for site-specific network and workstation printers in Roanoke, VA.

You will respond to customer requests, document service calls, and escalate issues to technicians and account managers as needed, ensuring service levels are met. You will manage printer hardware and consumables inventory, coordinate procurement, and keep fleet tools and meters up to date while delivering strong customer service and

Qualifications

• High School Diploma or equivalent; additional education preferred.
• IT Help Desk Support experience, including application and hardware support.
• Technical training and certifications, including HP certifications.

Responsibilities

• Provide daily support for network and workstation printers.
• Respond to customer support requests and ensure issues are resolved quickly, accurately, and professionally.
• Escalate technical problems to a technician as necessary.
• Keep customers informed of the progress and status of problem resolution.
• Provide end users with detailed remote-access support and document complete troubleshooting information.
• Provide regular account updates, including fleet status and performance information, to the Printer Fleet Manager or Integrated Account Manager.
• Manage on-site hardware and consumables inventory.
• Coordinate printer procurement as required by the customer.
• Manage printer hot-swap inventory.
• Document and report all fleet meter reads.
• Maintain printer fleet tools and databases.

Skills

Excellent customer service

Project management

Printer knowledge

Company products knowledge

Education

High School Diploma or equivalent

HP certifications

Job description

Ricoh USA, Inc. is seeking a Field Representative II to provide daily on-site and remote support for site-specific network and workstation printers in Roanoke, VA.

You will respond to customer requests, document service calls, and escalate issues to technicians and account managers as needed, ensuring service levels are met. You will manage printer hardware and consumables inventory, coordinate procurement, and keep fleet tools and meters up to date while delivering strong customer service and