Field Electro-Mechanical Services Technician

This position has a sign-on bonus of $1000 for new Ricoh members!

This position requires advanced field service and troubleshooting skills to work independently as a product and services specialist supporting Ricoh's production print equipment and related solutions. The role serves as the primary resource for equipment maintenance, troubleshooting, repair, customer support, and operational training.

This position supports high-volume production printing environments and requires strong mechanical aptitude, problem-solving skills, and the ability to respond to critical customer needs. The role supports mission-critical customer environments, including locations that operate 24/7, and may require participation in an on-call rotation with emergency response requirements.

• Performs installation, maintenance, troubleshooting, repair, and operational support on production print equipment and related systems. Diagnoses mechanical, electrical, and equipment performance issues and restores equipment to operational status.


• Collects, measures, records, processes, and analyzes complex data. Applies results to support service improvement area wide.


• Proactively seeks volume-building and product/process upgrade opportunities that result in increased utilization of Ricoh equipment, supplies, and services.


• Assembles, adjusts, repairs, and maintains production printing equipment according to specifications and service documentation. Performs preventive maintenance and break/fix repairs as required.


• Demonstrates a high level of proficiency in their area of expertise as well as taking on a team lead/coordinator role as needed or directed.


• Performs a full range of services including customer training, equipment observation, preventive maintenance, equipment troubleshooting, and solution recommendations for improved operational performance.

• Understands and promotes Ricoh's support functions and offerings, anticipates, and manages customer needs.


• Displays professionalism in interactions with all customers. Maintains and leads productive, professional relationships with customers and Ricoh personnel and contributes to the overall success of the team.

• Maintains a full workload while meeting required response times, repair objectives, quality standards, and customer service expectations, including emergency and after-hours service requests when assigned.


• Effectively executes all required workload management and call handling procedures, using current field call management requirements.

• Complies with all company policies and completes administrative tasks in an accurate and timely manner.


• Performs administrative duties as assigned including maintaining required logs, processes, and reports.


• Completes all required administrative tasks in an accurate and timely manner.


• Accounts for all time and activity by recording information through the proper tracking system.


• Responsible for maintaining a "car stock" and/or customer on-site inventory as assigned or necessary.

• Achieves expected productivity levels associated with assigned workload and level of experience.


• Actively participates in Ricoh Extra Value program opportunities as defined and bills accordingly.


• Performs other duties as assigned.

• Requires a valid state driver's license and minimum level of auto insurance coverage per Ricoh policy for positions entailing extensive use of a personal vehicle while conducting company business.


• High school diploma or equivalent required. Experience in mechanical, electrical, industrial maintenance, equipment repair, automotive repair, HVAC, electromechanical systems, or related hands-on technical fields is strongly preferred. Experience working with computers, electronics, printing systems, or basic network connectivity is a plus.


• Due to customer response-time requirements, candidates must reside within a commutable distance of the Albany, NY service area and be able to respond on-site within required service-level agreements.


• Meets the requirements listed in the Technology Services Training Role Inventory and Certification Program for the assigned role as defined by the manager.


• Follow this link for the certification requirement document:
  https://rworld.ricoh-usa.com/docs/DOC-766716

• Goal-oriented, self-motivated, and committed to ongoing self-development and the development of others.


• Handles information of a highly confidential nature.


• Possesses excellent multitasking and prioritization skills.


• Identifies problems, opportunities, and develops practical solutions.


• Possesses excellent organizational, interpersonal, and verbal communication skills.


• Displays a high level of professionalism in difficult circumstances and demonstrates the ability to overcome technical, customer, and logistical obstacles.


• Requires proficient familiarity with Microsoft Office applications and the use of computers, mobile technology, and associated systems.


• Demonstrated mechanical aptitude with the ability to troubleshoot, diagnose, and repair complex equipment using mechanical and electrical problem-solving techniques.


• Ability to work independently in customer environments and respond effectively to urgent service situations.

• Extensive daily travel in an automobile between customer locations is usually required. Assignment at a customer's site or a "walking work area" within a limited urban area may require extensive travel by foot. Travel may be required in a wide variety of weather conditions and may occasionally include outdoor work.


• Occasional overnight travel may be required.


• May be required to move objects on wheels up to 400 pounds and lift and carry objects weighing up to 50 pounds. Frequent stooping, bending, squatting, kneeling, and ladder use are required to service equipment at floor level, on racks, or above shoulder height.


• Requires dexterity and regular use of tools, computers, keyboards, and hand tools with strong eye/hand coordination.


• Shift work, overtime, stand-by, and on-call responsibilities may be required. This position supports customer locations that operate 24/7 and may require responding to service calls outside normal business hours, including evenings, weekends, and holidays.


• Work involves periodic stress related to deadlines, performance expectations, increased service call volume, and occasional interaction with dissatisfied customers.