Field Specialist, Field Services Support

Services and repairs a variety of office equipment at customer locations, typically within a designated geographic territory. May be viewed as a technical specialist on certain products. Additional responsibilities may include Team Lead and/or Coordinator functions.

This position requires one (1) industry certification.

• Specializes in the servicing and repair of a core set of highly complex office products.


• Manages assigned territory, inventory, and customer relationships.


• Provides second-level technical support to other technicians as a product specialist.


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


• Actively identifies revenue-generating opportunities through supply leads, contract sales leads, network support contract leads, equipment leads, and print assessment opportunities.


• Works effectively with minimal supervision.

• Performs a full range of service and repair procedures, including diagnostics, installation, removal, and retrofits on a core set of highly complex office products.


• Demonstrates required digital competencies associated with assigned products and job level.


• Troubleshoots and repairs or replaces equipment components as required on black-and-white, color, and multifunction devices.


• Completes technical training on new equipment as assigned.

• Conducts on-the-job training (OJT) for new and experienced technicians as required.


• Conducts technical seminars as required.


• Serves as a role model and demonstrates professional appearance and behavior at all times, including in difficult situations.


• Acts as a positive influence and champion within the team and organization.


• Proactively identifies opportunities to improve processes and performance.

• Assumes responsibilities of the Field Technology Service Manager as required.


• Effectively executes all territory management and call-handling procedures.


• Works closely with sales partners to maximize equipment leads and upgrade opportunities.


• Maintains and manages parts inventory with a high degree of accuracy.


• Adheres to established territory backup plans.


• Completes all required administrative tasks accurately and in a timely manner.


• Complies with all company policies and procedures.

• Effectively manages complex and challenging customer situations.


• Serves as a communication link for unresolved technical issues and problems.


• Interacts with customers to determine equipment service needs and ensure a high level of customer satisfaction.


• Maintains productive and professional relationships with all company personnel.


• Maintains assigned vehicle ("car stock") inventory.


• Performs other duties as assigned.

• High level technical skills typically gained through completion of technical school and three (3) or more years of related experience, including a minimum of two (2) years as a Technology Service Consultant I.


• One (1) industry certification required.


• Sustained performance at a "Meets Expectations" or higher level for at least two (2) years.


• Valid state driver's license required.


• Minimum level of automobile insurance coverage as required by Ricoh policy for positions involving significant use of a personal vehicle for company business.

• Excellent working knowledge of electro-mechanical devices and electronics.


• Expert knowledge of assigned equipment and related technologies.


• Strong analytical and methodical problem-solving skills.


• Excellent interpersonal and verbal communication skills.


• Exceptional customer service skills, including proactive follow-up to ensure issue resolution.


• Ability to read and comprehend technical manuals, parts books, service bulletins, and other technical publications.


• Strong troubleshooting and diagnostic abilities.


• Ability to work independently while managing multiple priorities and service demands.

• Typically works in office and customer-site environments with adequate lighting, ventilation, and normal ranges of temperature and noise.


• Extensive daily travel between customer locations is required, typically by automobile. In some urban territories, extensive walking may be required.


• Travel is required in a variety of weather conditions.


• Regular exposure to conditions that may result in minor cuts, burns, and contact with chemical solvents and cleaning agents.


• Shift work, overtime, standby duty, and/or on-call assignments may be required.


• Daily interaction with the Dispatch Department to receive service assignments and instructions.


• Frequent interaction with Parts Department personnel to receive ordered parts and materials.


• Regular communication with the Field Service Manager regarding work assignments, direction, customer concerns, and operational issues.


• Daily customer interaction with office managers, machine operators, and other end users to investigate and resolve equipment issues.


• Work may involve periods of stress due to increased service call volumes and occasional interactions with dissatisfied customers.


• Physical demands include moving wheeled equipment weighing up to 400 pounds and lifting or carrying objects weighing up to 50 pounds.


• Frequent walking, standing, bending, reaching, stooping, squatting, kneeling, and lifting are required when servicing and installing equipment such as computers, controllers, multifunction devices, copiers, and projectors.


• Must transport tool cases and service equipment weighing approximately 25 to 50 pounds, which may involve carrying items up and down stairs.


• Requires a high degree of manual dexterity and frequent use of hand tools, including screwdrivers, pliers, wrenches, and electronic testing equipment.


• Strong fine-motor skills are required when working with small electronic and mechanical components.