Senior Field Service Technician

Ricoh Americas Corporation; Fontana (CA); On-site; USD 27,000 - 36,000; Full time

Job summary

Ricoh Americas Corporation is seeking a Senior Field Representative for Field Services Support in Fontana, CA. The role focuses on servicing and repairing a core set of complex office products and managing customer relationships within a defined territory.

The candidate acts as a specialist, provides 2nd level technical support, and drives revenue through leads and service opportunities while adhering to company policies and working with minimal supervision.

Qualifications

• Requires 1 industry certification.

Responsibilities

• Specializes in servicing and repairing a core set of highly complex office products.
• Manages territory, inventory and customer relationships.
• Provides 2nd level technical support to other technicians.
• Drives revenue opportunities through supply leads, contract sales and service leads.
• Performs diagnostics, installation, removal and retrofits on complex devices.
• Acts as a role model with professional appearance and behavior.

Education

Industry Certification

Job description

Senior Field Representative, Field Services Support

$19.86 - $26.35 per hour

POSITION PROFILE

Services and repairs a variety of office equipment at customer locations, usually within a specific geographic area. May be viewed as specialist on certain products. Additional responsibilities may include Team Lead/Coordinator role. Position requires 1 (one) Industry Certification.

Job Duties and Responsibilities

• Specializes in the servicing and repair of a core set of highly complex office products.
• Manages territory, inventory, and customer relationships.
• As a specialist, provides 2nd level technical support to other technicians.
• Achieves expected productivity levels associated with assigned workload and level of experience.
• Actively drives revenue generating opportunities through supply leads, contract sales, network support contract leads, equipment and print assessment leads.
• Able to work under minimal supervision.

Demonstrates technical expertise and provides specialist services

• Performs a full range of servicing and repair service procedures including diagnostics, installation, removal and retrofits on a core set of highly complex office products.
• Demonstrates required digital competencies associated with assigned products and level assignment.
• Performs troubleshooting and repairs or replaces equipment components as necessary on B&W, color and multifunctional devices.
• Completes technical training on new equipment as assigned.

Provides advanced training

• Conducts OJT for new and experienced technicians as required.
• Conducts technical seminars as required.
• Serves as a role model and exhibits professional appearance and behavior at all times, under the most difficult situations.
• A positive influence/champion within the team/organization.
• Proactively seeks ways to improve things.

Manages Territory

• Assumes responsibilities of Field Technology Service Manager as required.
• Effectively executes all required territory management and call handling procedures.
• Works closely with sales partners to maximize equipment leads and upgrade opportunities.
• Maintains and manages own parts inventory with a high degree of accuracy.
• Adheres to territory back-up plans.
• Completes all required administrative tasks in an accurate and timely manner.
• Complies with all company policies.

Customer Service

• Effectively handles the most difficult customer situations.
• Acts as a communication link on unresolved technical problems/issues.
• Interacts with external customers for the purpose of determining service needs on equipment and ensuring overall high level of customer satisfaction with the service performed.
• Maintains productive, professional relationship with all company personnel.
• Responsible for maintaining a "car stock" inventory.
• Performs other duties as assigned.

Qualifications (Education, Experience and Certifications)

Typical