Senior Field Representative, Field Services Support

This is a fully remote position, open to applicants in United States.

📋 Description

• Services and repairs a diverse range of office equipment at customer sites, typically within a designated geographic area.

• Specializes in maintaining and repairing a core group of highly intricate office products.

• Manages territory, inventory, and fosters customer relationships.

• As a specialist, offers second-level technical support to fellow technicians.

• Meets anticipated productivity levels based on assigned workload and experience level.

• Actively pursues revenue-generating opportunities through supply leads, contract sales, network support contract leads, and equipment and print assessment leads.

• Capable of working with minimal supervision.

• Executes a full spectrum of servicing and repair procedures, including diagnostics, installation, removal, and retrofits on a core set of highly complex office products.

• Displays necessary digital competencies relevant to assigned products and level assignment.

• Conducts troubleshooting and repairs or replaces equipment components as needed on black & white, color, and multifunctional devices.

• Completes technical training on new equipment as assigned.

• Provides on-the-job training for both new and experienced technicians as needed.

• Leads technical seminars as required.

• Acts as a role model and maintains a professional appearance and behavior at all times, even in challenging situations.

• Serves as a positive influence and champion within the team/organization.

• Proactively seeks improvements in processes and procedures.

• Takes on responsibilities of Field Technology Service Manager as needed.

• Effectively implements all territory management and call handling procedures.

• Collaborates closely with sales partners to optimize equipment leads and upgrade opportunities.

• Accurately maintains and manages personal parts inventory.

• Follows territory backup plans as required.

• Completes all necessary administrative tasks accurately and promptly.

• Adheres to all company policies.

• Effectively manages the most challenging customer situations.

• Serves as a communication link for unresolved technical problems and issues.

• Engages with external customers to assess service needs on equipment and ensure a high level of customer satisfaction with the service provided.

• Maintains productive and professional relationships with all company personnel.

• Responsible for managing a "car stock" inventory.

• Performs additional duties as assigned.

⛳️ Requirements

• Requires a high level of technical skills generally acquired through completion of technical school and a minimum of 3 years of related experience, including at least 2 years as a Technology Service Consultant I.

• Requires 1 Industry Certification and sustained performance (at least 2 years) at or above the required level.

• Requires a valid state driver's license and the minimum level of auto insurance coverage as per Ricoh policy for positions involving extensive use of personal vehicles for company business.

• Requires an excellent understanding of electro-mechanical devices and electronics.

• Requires expert knowledge of the assigned equipment.

• Possesses a skilled and methodical approach to problem-solving.

• Exhibits strong interpersonal and verbal communication skills.

• Demonstrates excellent customer service abilities, including following up to ensure issue resolution.

• Proficient in reading and comprehending written technical information, including technical manuals, parts books, and relevant publications.

🏝️ Benefits

• Choose from a wide array of medical, dental, life, and disability insurance options.

• Enhance your financial security with Retirement Savings Plan (401K), Health Savings Account (HSA), and Flexible Spending Account (FSA) investments.

• Advance your education through team member tuition assistance programs.

• Enjoy paid vacation time and paid holidays each year.

• Access many additional benefits aimed at improving your health, wellness, and ongoing personal and professional development.