Field Representative II, MS Onsite Technical Support

Position Profile

This position may involve one or more of the following tasks for high-end equipment (segment 5 ): press operation, copier operation, bindery, fulfillment, QC, final check, pickup/delivery, facility maintenance, and mailroom duties. This is an allocated position that exists only when business needs warrant it and must be approved by the Regional Director. The position reports directly to Managed Services Site Leadership, depending on site personnel configuration.

Job Duties And Responsibilities

• Follow Ricoh Service Excellence performance requirements.
• Responsible for various functions including copy and mail center services, conference rooms and AV management, convenience copier fleet management, and various support services.
• Achieve customer satisfaction by consistently preparing, inspecting, compiling, and assembling projects accurately and in a timely manner.
• Meet deadlines by working at a quick and steady pace while maintaining quality and error-free work.
• Achieve Time Productive statistics by meeting standards established by the facility.
• Maintain all required reporting tools.
• Demonstrate the ability to calibrate equipment by producing likeness in color and quality as required to match originals.
• Demonstrate the ability to transfer files electronically by sending files from the network to color equipment.
• Produce error-free/perfect work by demonstrating operational knowledge of the duplication equipment used in the location.
• Maximize print performance by simultaneously performing a minimum of two functions on print equipment.
• Troubleshoot all hardware and software issues with equipment.
• Maintain optimal machine performance by correcting simple machine problems (clearing jams, refilling toner, replacing machine oil, etc.) and having a working knowledge of machine codes to report in the event of equipment failure.
• Present a professional appearance to clients by dressing in professional attire according to company standards.
• Maintain a clean and organized working area.
• Maintain and order inventories of equipment parts in accordance with company guidelines and processes.
• Meet company attendance standards by reporting to work punctually and working all scheduled hours and any required overtime.
• Organize a job by validating job name and number, reading instructions on the Job Request Form, and organizing supplies.
• Perform a full range of servicing and repair procedures including diagnostics, installation, removal, and retrofits on a core set of highly complex office products.
• Demonstrate required digital competencies associated with assigned products and level assignments.
• Perform troubleshooting and repairs or replace equipment components as necessary.
• Complete technical training on new equipment as assigned.
• Perform other duties as assigned.
  
  

Qualifications (Education, Experience, And Certifications)

• High school diploma or equivalent required.
• Minimum of 3 years of related experience required; 5 years preferred.
  
  

Knowledge, Skills, And Abilities

• Excellent customer service skills.
• Good organizational skills and ability to prioritize.
• Ability to use, calibrate, and troubleshoot office and complex technical equipment.
  
  

Working Conditions, Mental and Physical Demands

• Typically an office environment with adequate lighting and ventilation, and a normal range of temperature and noise level.
• Work assignments are diversified. Interpret, comprehend, and apply complex material, data, and instructions. Prepare, provide, and convey diversified information.
• Some physical effort required. Work is mostly sedentary but does require walking, standing, bending, reaching, lifting, or carrying objects that weigh up to 50 lbs. (e.g., papers, books, files, and small parts).
• Moderate dexterity required; regular application of basic skills (calculator, keyboard, hand tools, eye/hand coordination).
  
  

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