Field Support Representative

1 week ago


Kansas City, United States Ricoh USA, Inc. Full time

The Field Representative II is responsible for servicing and repairing various company products and systems at customer locations within a designated geographic area. The role involves managing customer relationships, territory, inventory, and providing technical expertise in troubleshooting and servicing products in both standalone and networked environments.


Primary Responsibilities:

Achieve productivity goals based on workload and experience.

Manage territory, inventory, and customer relationships to ensure high customer satisfaction.

Provide technical services, including diagnostics, installation, removal, retrofits, and troubleshooting of B&W, color, and multifunctional devices.

Install Basic Connected devices, configure IP addresses, download printer drivers, and offer customer training.

Drive revenue through lead generation for supplies, contracts, and equipment assessments.

Collaborate with sales partners to generate leads and equipment upgrade opportunities.

Maintain and track inventory accurately.

Complete administrative tasks in accordance with company policies.

Provide technical support and resolve equipment issues for customers.

Train and support less experienced technicians.

Maintain professionalism and foster positive relationships with customers and colleagues.

Perform other duties as assigned.


Qualifications:

2+ years of related experience and journeyman-level technical knowledge gained through technical school.

Experience with electro-mechanical devices, electrical circuitry, electronics, and troubleshooting.

Strong customer interaction skills, with the ability to follow up and resolve issues.

Valid state driver’s license and minimum required auto insurance (extensive travel required).


Required Education:

Completion of technical school or equivalent training.

Typically 2+ years of related work experience.


Working Conditions:

Office environment with adequate lighting, ventilation, and normal temperature/noise levels.

Extensive travel by automobile between customer locations.

Physical demands include lifting up to 50 pounds and moving equipment up to 400 pounds.

Frequent stooping, bending, and kneeling to service equipment.

Regular exposure to chemical solvents, cleaners, and minor physical risks.

Shift work, overtime, on-call duties may be required.

Occasional stress due to service call volume and dealing with customer dissatisfaction.


About the Company:

Ricoh is a team-driven company that thrives on passion and purpose. They are committed to delivering services, solutions, and technologies that empower business success. Ricoh values talented individuals who are motivated to help shape the future of the industry through collaboration and high-performance teamwork.



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