Field Representative I, Onsite Technician

Field Representative I, Services Onsite Technician

POSITION PROFILE

The Field Representative I, Services Onsite Technician is responsible for support, service, and repair of RICOH multi-function copiers in and around the Asheville area.

Responds to service requests and device alerts as well as technical support and training with a focus toward customer service.

Capable of device set-up and installation, preventative maintenance, and routine service of assigned RICOH and 3 rd party manufacturer devices.

Serviceable device types include multi-function copiers and PPID label printers within a healthcare setting.

Works to ensure that the service level agreements between the customer and RICOH are achieved.

Job Duties and Responsibilities

· Responsible for the daily monitoring of device service and supply alerts, responding to and resolving service requests so device availability meets service level agreements

· Performs a full range of servicing and repair service procedures including troubleshooting, diagnostics, installation, component replacement, device "hot swap", removal, and retrofits on assigned equipment

· Utilizes remote support resources to resolve service issues and minimize dispatch

· Escalates issues to Level 2 and technician resource support as necessary

· Performs basic and advanced installations, Updates device firmware, and provides customer training on devices

· C ommunicates with customers IT team to reserve IP addresses, activate network data and fax ports, and resolve issues with workstations

· Delivers consumables and supplies for devices at assigned locations

· Supports new device implementation efforts. This includes the receipt of new equipment, installation of new device, and return of old equipment

· Adheres to Install, de-install, and move procedures, supporting proper storage and record-keeping practices

· Sets proper expectations to the customer by effectively communicating the status of problem and the resolution

· Provides regular updates including fleet status and performance to the Service Delivery fleet manager

· Responsible for the care and security of Ricoh issued laptop and cellular device along with customer issued laptop

· Adherence to all RICOH and customer safety and security measures

· Required to travel between customer's buildings and offsite locations in a specified geographic area in a company owned fleet vehicle.

· Achieves expected productivity levels associated with assigned workload

· Demonstrates technical expertise and good customer relation skills

· Exhibits a professional appearance and positive demeanor

QUALIFICATIONS (Education, Experience, and Certifications)

Typically requires:

· High School Diploma (or equivalent) with additional education preferred

· Requires a valid state driver's license and minimum level of auto insurance coverage per company policy

· Completed classes or experience involving Information Technology, Electronics, Mechanics, etc. is desired

· IT Help Desk Support experience (application & hardware support) desired

KNOWLEDGE, Skills And Abilities

· Requires some working knowledge of electro-mechanical devices, electronics, and familiarity with Microsoft Office applications

· Possesses strong problem solving and troubleshooting skills

· Possesses strong interpersonal and verbal communications skills

· Possesses excellent customer service skills including ability to follow up to ensure resolution of issues

· Possesses ability to triage incoming service requests, and ability to shift focus quickly to resolve high-level issues.

· Possesses ability to read and comprehend written technical information in the form of technical manuals

Working Conditions, MENTAL AND PHYSICAL DEMANDS

· Works in an office/healthcare setting with adequate lighting and ventilation, and normal range of temperature and noise

· Working hours are Mon-Fri 8am to 5pm with 1hr lunch break. Candidate must be available during these times

· D aily travel to our office in your personal vehicle is required. Travel while on duty is done in a company owned fleet vehicle. It is necessary that all travel be done in a variety of weather conditions

· Working conditions sometimes expose individuals to conditions that could result in minor cuts and burns; exposure to chemical solvents and cleaners

· Requires daily contact and communication with customers (typically office / IT managers and various healthcare employees) for the purpose of investigating and resolving equipment problems

· Work has periodic stress related to an increased volume of service calls placed and occasional contact with dissatisfied customers

· Physical effort is required to push objects on wheels that may weigh up to 400 pounds. You will also be required to load and unload equipment from a fleet vehicle (assisted with pneumatic lift)

· Frequent stooping, bending, squatting and kneeling are required to service equipment at floor level

· Tool cases and assorted service-related tools weighing up to 50 pounds must be carried to a variety of machine locations

· In the case of technicians assigned to a hospital, extensive foot travel is necessary

· A fairly high level of dexterity is required in the regular use of a variety of hand tools. These tools will include, but are not limited to, screwdrivers, pliers, wrenches, and some electronic testing equipment. There is an emphasis on fine-motor skills for work on small electronic and mechanical components

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 a job.