Job Information
Ricoh Americas Corporation Senior Field Representative, Field Services Support in Albuquerque, New Mexico
Senior Field Representative, Field Services Support
Position Profile:
Services and repairs a variety of office equipment at customer locations within a specific geographic area. May specialize in certain products and take on Team Lead/Coordinator roles. Requires one Industry Certification.
Job Duties and Responsibilities:
Specialized Servicing and Repair:
Serves and repairs a core set of highly complex office products.
Manages territory, inventory, and customer relationships.
Provides second-level support to other technicians.
Achieves productivity levels expected for the workload and experience.
Drives revenue opportunities through supply leads, contract sales, network support, and equipment assessments.
Works under minimal supervision, demonstrating technical expertise and digital competencies.
Advanced Training:
Conducts on-the-job training for new and experienced technicians.
Leads technical seminars as needed.
Serves as a role model, maintaining professional appearance and behavior.
Proactively seeks improvement opportunities.
Territory Management:
Assumes responsibilities of Field Technology Service Manager as required.
Executes territory management and call handling procedures.
Collaborates with sales partners for equipment leads and upgrade opportunities.
Maintains accurate parts inventory and adheres to territory backup plans.
Completes administrative tasks accurately and timely.
Complies with all company policies.
Customer Service:
Handles difficult customer situations effectively.
Represents communication link on unresolved technical issues.
Engages with external customers to determine service needs and ensure satisfaction.
Maintains productive, professional relationships with colleagues.
Responsible for maintaining a "car stock" inventory.
Performs other duties as assigned.
Qualifications:
Education, Experience, and Certifications:
High-level technical skills from technical school and 3+ years of related experience, including at least 2 years as a Technology Service Consultant I.
One Industry Certification and sustained performance level for at least 2 years.
Valid state driver's license and minimum auto insurance per Ricoh policy for extensive car use.
Knowledge, Skills, and Abilities:
Excellent knowledge of electro-mechanical devices and electronics.
Expert knowledge of assigned equipment.
Methodical problem-solving approach.
Strong interpersonal and verbal communication skills.
Exceptional customer service skills, including follow-up to ensure issue closure.
Proficient in reading and comprehending technical manuals, parts books, and relevant publications.
Working Conditions, Mental and Physical Demands:
Office environment with adequate lighting, ventilation, and normal temperature and noise levels.
Extensive daily travel by car between customer locations. Walking territory in limited urban areas may require extensive travel by foot in various weather conditions.
Exposure to minor cuts and burns, chemical solvents, and cleaners.
Shift work, overtime, stand-by, and/or on-call may be required.
Daily internal contact with dispatch for service call instructions.
Direct contact with the parts department for orders and Field Service Manager for reviews.
Daily external contact with customers (mostly office managers and machine operators) for equipment problem resolution.
Work-related stress due to increased service call volume and occasional contact with dissatisfied customers.
Physical effort required to move objects up to 400 pounds, lift and carry objects up to 50 pounds, and install equipment.
Frequent walking, standing, bending, reaching, and lifting required.
Tool cases and service-related tools weighing 25 to 50 pounds must be carried to various locations, often upstairs.
Come Create at Ricoh:
If you are seeking a team driven by passion and purpose, come create with us at Ricoh. We are a team of information seekers and customer-obsessed collaborators who aspire to deliver the services, solutions, and technologies that empower business success. We are looking for talented, inspired individuals to join us to help drive high-performance team and our commitment to excellence.
Ricoh is an integrated solutions provider and partner that connects people and technology, creates outstanding customer experiences, and delivers innovation for businesses worldwide. We empower digital workplaces by enabling individuals to work smarter from any location and harness the power of information—how it is collected, stored, managed, and shared—to unlock the potential in every organization. We deliver services and technologies that inspire our customers’ success and guide them toward a better and more sustainable future. If you are seeking a purpose-driven and passionate team, come create with us, and help drive our high-performance culture of excellence into tomorrow.
Invest in Yourself:
At Ricoh, you can:
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.
EEO/Affirmative Action Employer -- M/F/Disability/Veteran
Ricoh Americas Corporation
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