Senior Field Representative, Field Services Support

🧰 Senior Field Representative – Field Services Support

 

🧩 Position Summary

The Senior Field Representative is a highly skilled technical specialist responsible for servicing, repairing, and supporting a range of complex office equipment across a designated territory. This role combines hands-on expertise with leadership, mentorship, and customer engagement. Operating independently, the Senior Field Representative provides second-level technical support, drives revenue opportunities, and contributes to team development and operational excellence.

  🔧 Key Responsibilities Technical Expertise

Service and repair a core set of advanced office products, including B&W, color, and multifunctional devices

Perform diagnostics, installations, removals, retrofits, and component-level troubleshooting

Demonstrate digital competencies aligned with assigned products and role level

Complete technical training on new equipment and technologies

Provide second-level technical support to field technicians

Training & Mentorship

Conduct on-the-job training (OJT) and technical seminars for new and experienced technicians

Serve as a role model in professionalism, appearance, and conduct—even in high-pressure situations

Act as a positive influence and champion for continuous improvement within the team

Territory Management

Independently manage service territory, inventory, and customer relationships

Execute call handling and territory backup procedures with precision

Collaborate with sales teams to identify upgrade opportunities and generate leads

Maintain accurate car stock and parts inventory

Assume Field Technology Service Manager responsibilities when required

Customer Engagement

Resolve complex customer issues with professionalism and empathy

Act as liaison for unresolved technical problems

Ensure high levels of customer satisfaction through proactive communication and follow-up

Build and maintain productive relationships with internal teams and external clients

Revenue Generation

Identify and pursue leads for supplies, contracts, network support, and equipment assessments

Support business growth through consultative service and solution recommendations

  🎓 Qualifications Requirement Details Education Completion of technical school preferred; minimum 3+ years of related experience, including 2+ years as a Technology Service Consultant I Certification At least one industry-recognized certification; sustained performance at “meets or exceeds” level for 2+ years Driver’s License Valid state license and minimum auto insurance coverage per Ricoh policy     💡 Skills & Attributes

Expert knowledge of electro-mechanical devices and electronics

Strong diagnostic and problem-solving skills with a methodical approach

Excellent customer service and follow-up capabilities

Skilled in reading and interpreting technical manuals and documentation

Strong interpersonal and verbal communication skills

High level of professionalism and emotional intelligence

Proficient in Microsoft Office and mobile technology applications

  🧠 Physical & Environmental Demands

Daily travel between customer sites in varied weather conditions; occasional overnight travel

Frequent lifting (up to 50 lbs), pushing equipment (up to 400 lbs), and use of ladders

Regular bending, kneeling, and fine motor work with hand tools and testing equipment

Exposure to minor cuts, burns, solvents, and cleaners

May require shift work, overtime, and on-call availability

Periodic stress due to service volume, deadlines, and customer interactions

Frequent contact with dispatch, parts departments, and field service managers

 

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