Senior Field Representative, Field Services Support

🧭 Position Overview

The Senior Field Representative, Field Services Support is a highly skilled technical specialist responsible for servicing, repairing, and optimizing complex office equipment across a designated territory. This role combines hands-on expertise with leadership responsibilities, including mentoring technicians, managing inventory, and driving revenue opportunities. Candidates must hold at least one industry certification and demonstrate sustained excellence in performance.

  🔧 Key Responsibilities Technical Service & Product Expertise

Perform diagnostics, installations, retrofits, and repairs on advanced office products (B&W, color, multifunctional devices)

Troubleshoot and replace components with precision and efficiency

Maintain expert-level knowledge of assigned equipment and digital competencies

Complete technical training on new equipment and technologies as assigned

Mentorship & Training

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

Serve as a role model in professionalism, technical excellence, and customer engagement

Champion continuous improvement and foster a positive team culture

Territory & Inventory Management

Manage service territory independently, including scheduling, call handling, and inventory accuracy

Collaborate with sales partners to identify equipment upgrades and service opportunities

Support territory backup plans and assume Field Technology Service Manager responsibilities as needed

Customer Engagement & Support

Resolve complex customer issues with professionalism and empathy

Act as a liaison for unresolved technical problems and escalate as appropriate

Build and maintain productive relationships with customers and internal teams

Maintain accurate car stock inventory and ensure timely administrative documentation

  📚 Qualifications

Completion of technical school and 3+ years of related experience, including 2+ years as a Technology Service Consultant I

At least one industry certification and a sustained record of meeting or exceeding performance expectations

Valid state driver’s license and required 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 interpersonal and verbal communication abilities

Proven customer service skills, including follow-up and issue resolution

Ability to comprehend and apply technical documentation

  🚗 Working Conditions & Physical Demands

Extensive daily travel by car or foot across customer locations in varied weather conditions

Occasional exposure to minor cuts, burns, and chemical solvents

Shift work, overtime, and on-call availability may be required

Frequent lifting (up to 50 lbs), moving equipment (up to 400 lbs), and use of hand tools

High dexterity required for small component repairs and electronic testing

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 deve