Senior Field Representative, Field Services Support

Corporate HR Specialist 

Senior Field Representative, Field Services Support

 

POSITION PROFILE

Services and repairs a variety of office equipment at customer locations, usually within a specific geographic area. May be viewed as specialist on certain products. Additional responsibilities may include Team Lead/Coordinator role. Position requires 1 (one) Industry Certification.

Job Duties and Responsibilities

·         Specializes in the servicing and repair of a core set of highly complex office products.

·         Manages territory, inventory, and customer relationships.

·         As a specialist, provides 2nd level technical support to other technicians.

·         Achieves expected productivity levels associated with assigned workload and level of experience.

·         Actively drives revenue generating opportunities through supply leads, contract sales, network support contract leads, equipment and print assessment leads.

·         Able to work under minimal supervision

Demonstrates technical expertise and provides specialist services

·         Performs a full range of servicing and repair service procedures including diagnostics, installation, removal and retrofits on a core set of highly complex office products.

·         Demonstrates required digital competencies associated with assigned products and level assignment.

·         Performs troubleshooting and repairs or replaces equipment components as necessary on B&W, color and multifunctional devices.

·         Completes technical training on new equipment as assigned.

Provides advanced training

·         Conducts OJT for new and experienced technicians as required.

·         Conducts technical seminars as required.

·         Serves as a role model and exhibits professional appearance and behavior at all times, under the most difficult situations.

·         A positive influence/champion within the team/organization.

·         Proactively seeks ways to improve things.

Manages Territory

·         Assumes responsibilities of Field Technology Service Manager as required.

·         Effectively executes all required territory management and call handling procedures.

·         Works closely with sales partners to maximize equipment leads and upgrade opportunities.

·         Maintains and manages own parts inventory with a high degree of accuracy.

·         Adheres to territory back-up plans.

·         Completes all required administrative tasks in an accurate and timely manner.

·         Complies with all company policies.

Customer Service

·         Effectively handles the most difficult customer situations.

·         Acts as a communication link on unresolved technical problems/issues.

·         Interacts with external customers for the purpose of determining service needs on equipment and ensuring overall high level of customer satisfaction with the service performed.

·         Maintains productive, professional relationship with all company personnel.

·         Responsible for maintaining a "car stock" inventory.

·         Performs other duties as assigned.

 

Qualifications (Education, Experience and Certifications)

Typically:

·         Requires high level technical skills typically gained through completion of technical school and 3+ years of related experience including a minimum of 2 years as a Technology Service Consultant I.

·         Requires 1 Industry Certification and sustained (at least 2 years) of meets or exceeds performance level.

·         Requires a valid state driver's license and minimum level of auto insurance coverage per Ricoh policy for positions entailing extensive use of personal car while on company business.

KNOWLEDGE, SKILLS, AND ABILITIES

·         Requires an excellent working knowledge of electro-mechanical devices and electronics.

·         Requires expert knowledge of assigned equipment.

·         Skilled methodical approach to resolving problems.

·         Possesses strong interpersonal and verbal communications skills.

·         Excellent customer service skills including ability to follow up to ensure closure of issues.

·         Skilled ability to read and comprehend written technical information in the form of technical manuals, parts books, and relevant publications.

WORKING CONDITIONS, MENTAL AND PHYSICAL DEMANDS

·         Typically works in an office environment with adequate lighting and ventilation, and normal range of temperature and noise.

·         Extensive daily travel in an automobile between customer lo