Senior Field Representative, Field Services Support

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Ricoh UK

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 1936

🏢 Enterprise

⚡ Productivity

🔒 Cybersecurity

Enterprise • Productivity • Cloud & Infrastructure • Cybersecurity

Ricoh UK is a provider of comprehensive business solutions, specializing in the integration and optimization of technology to improve workplace efficiency and productivity. Their offerings include managed print services, cloud and infrastructure solutions, cybersecurity, digital printing, and business process management. Ricoh UK focuses on transforming digital workspaces to enhance employee experiences and promote collaboration, while also offering a wide range of office and production products, such as printers and scanners. They also operate an eCommerce platform for streamlined procurement of IT and media products, and are committed to sustainability and customer-centric innovation.

📋 Description

• Services and repairs a variety of office equipment at customer locations, usually within a specific geographic area. • 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. • 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. • 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. • 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. • 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.

🎯 Requirements

• Requires high level technical skills typically gained through completion of technical school and 3+ years of related experience including a minimum of 2 years as a Technology Service Consultant I. • Requires 1 Industry Certification and sustained (at least 2 years) of meets or exceeds performance level. • Requires a valid state driver's license and minimum level of auto insurance coverage per Ricoh policy for positions entailing extensive use of personal car while on company business. • Requires an excellent working knowledge of electro-mechanical devices and electronics. • Requires expert knowledge of assigned equipment. • Skilled methodical approach to resolving problems. • Possesses strong interpersonal and verbal communications skills. • Excellent customer service skills including ability to follow up to ensure closure of issues. • Skilled ability to read and comprehend written technical information in the form of technical manuals, parts books, and relevant publications.

🏖️ Benefits

• 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.