About this role
Job Title: Field Representative II - First Responder Print
In this dynamic role, you'll be the first point of contact for ensuring the seamless operation and support of RICOH managed devices across a designated geographic area. Every day presents an opportunity to engage with customers, promptly respond to their needs, and deliver technical assistance with warmth and expertise, prioritizing an exceptional customer service experience.
Roles and Responsibilities:
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Engage proactively to uphold service level agreements (SLAs) between customers and RICOH, ensuring prompt and effective resolution of support requests.
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Maintain an accurate inventory of managed devices, utilizing advanced printer fleet tools and databases to track assets and their locations.
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Conduct routine maintenance, replenish consumables, and swiftly address service alerts to uphold device availability as per SLAs.
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Perform continuous optimization efforts, identifying opportunities for fleet improvement and providing comprehensive training on device utilization.
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Execute a full spectrum of servicing and repairs, leveraging technical expertise to troubleshoot, diagnose, and resolve issues promptly.
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Collaborate closely with internal support resources, minimizing service dispatches and escalating complex issues as needed to ensure swift resolution.
Qualifications Must Have:
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High School Diploma (or equivalent) with a passion for technical support and customer service excellence.
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Prior experience in IT Help Desk Support, preferably with exposure to both application and hardware support.
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Technical training & certifications, with a preference for HP Certifications and completion of Ricoh Learning Institute Courseware.
Qualifications Nice to Have:
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Additional education beyond high school diploma, further enhancing technical expertise and customer service skills.
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Demonstrated proficiency in managing hardware inventory, including procurement and maintenance of on-site parts/consumables.
If you're ready to be the catalyst for positive change in the world of print technology, we invite you to join our dynamic team and embark on a journey of continuous growth and innovation.
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 development.
Other facts
About Ricoh
Ricoh is empowering digital workplaces using innovative technologies and services, thus enabling individuals to work smarter. With cultivated knowledge and organizational capabilities nurtured over its 85-years history, Ricoh is a leading provider of document management solutions, IT services, communications services, commercial and industrial printing, digital cameras, and industrial systems.
Headquartered in Tokyo, Ricoh Group has major operations throughout the world and its products and services now reach customers in approximately 200 countries and regions. In the financial year ended March 2021, Ricoh Group had worldwide sales of 1,682 billion yen (approx. 15.1 billion USD).
For further information, please visit www.ricoh-europe.com.
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What you'll do
- The Field Representative II will ensure the seamless operation of RICOH managed devices by engaging with customers and delivering technical assistance. Responsibilities include maintaining device inventory, conducting routine maintenance, and optimizing fleet performance.
Ready to join Ricoh?
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