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 ser