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Field Service Technician
Field Service TechnicianRicoh • North Syracuse, New York, United States
Field Service Technician

Field Service Technician

Ricoh • North Syracuse, New York, United States
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Position Title :

Senior Field Representative, Field Services Support Reports To : Corporate HR Specialist

Position Profile :

Services and repairs a variety of office equipment at customer locations, usually within a specific geographic area. May be viewed as a specialist on certain products. May also take on Team Lead / Coordinator responsibilities. Note : Requires one (1) Industry Certification.

Job Duties and Responsibilities :

  • Technical Service
  • Services and repairs a core set of highly complex office products
  • Performs diagnostics, installations, removals, and retrofits
  • Troubleshoots and repairs / replaces components on B&W, color, and multifunctional devices
  • Demonstrates required digital competencies
  • Completes assigned technical training
  • Works independently with minimal supervision
  • Achieves expected productivity levels
  • Technical Leadership
  • Provides 2nd level technical support to other technicians
  • Conducts OJT and technical seminars for new / experienced technicians
  • Serves as a professional role model and team influence
  • Proactively seeks process improvements
  • Territory Management
  • Manages service territory, inventory, and customer accounts
  • Supports sales partners with leads and upgrade opportunities
  • Maintains accurate car stock and adheres to back-up plans
  • Completes administrative tasks accurately and on time
  • Assumes Field Technology Service Manager duties as needed
  • Complies with all company policies
  • Customer Support
  • Handles complex customer service situations with professionalism
  • Communicates unresolved technical issues
  • Builds and maintains strong internal and external relationships
  • Ensures high customer satisfaction through effective service delivery
  • Performs other duties as assigned

Qualifications : (Education, Experience, Certifications)

  • Completion of technical school and 3+ years of relevant experience
  • At least 2 years as a Technology Service Consultant I
  • One Industry Certification and two years of “Meets or Exceeds” performance
  • Valid driver's license and appropriate auto insurance coverage
  • Knowledge, Skills & Abilities :

  • Strong knowledge of electro-mechanical devices and electronics
  • Expert in assigned equipment
  • Methodical problem-solving approach
  • Excellent interpersonal and verbal communication skills
  • Ability to comprehend technical manuals and publications
  • High-level customer service and follow-up skills
  • Working Conditions & Physical Demands :

  • Office environment with normal lighting, ventilation, and noise levels
  • Extensive travel by car or on foot in varying weather conditions
  • Exposure to minor hazards (e.g., cuts, burns) and chemical solvents
  • May require shift work, overtime, standby, and on-call support
  • Frequent contact with dispatch, parts department, management, and customers
  • Occasional stress due to volume of service calls or challenging interactions
  • Physical Requirements :

  • Move equipment up to 400 lbs on wheels
  • Lift / carry up to 50 lbs; frequent walking, bending, standing, kneeling
  • Work on floor-level equipment; frequent use of stairs
  • Regular use of hand tools and fine-motor skills for delicate components
  • About Ricoh : Mission and Vision

    At Ricoh, we empower individuals to find Fulfillment Through Work by understanding and transforming how people work so we can unleash their potential and creativity to realize a sustainable future.

    We're empowering digital workplaces, connecting people to information fast and conveniently - and improving communication, efficiency and creativity.

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    Field Service Technician • North Syracuse, New York, United States

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