Experience Inc. Jobs

Position Profile

This entry-level technician position is designed to service and repair various company products. The Associate Field Service Technician is responsible for set-up tagging, installation, preventative maintenance, and routine service on small printers, low-end segments, and facsimile devices at customer locations, usually within a specific geographic area.

Job Duties and Responsibilities

• Achieves expected productivity levels based on assigned workload and experience.

• Manages territory, inventory, and customer relationships.

• Demonstrates good technical and customer relation skills.

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

Demonstrates technical expertise

• Performs a full range of servicing and repair procedures, including diagnostics, installation, removal, and retrofits on assigned equipment.

• Performs Basic Connected installations, sets up IP addresses, downloads printer drivers, and provides customer training on standalone and network devices.

• Troubleshoots and repairs or replaces equipment components as necessary.

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

• Completes technical training on new equipment as assigned.

Manages territory

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

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

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

• Adheres to territory back-up plans.

• Completes all required administrative tasks accurately and timely.

• Complies with all company policies.

Customer Service

• Interacts with external customers to determine service needs on equipment and ensures high levels of customer satisfaction with the service performed.

• Exhibits professional appearance and demeanor at all times.

• Maintains productive, professional relationships with all company personnel.

• Maintains a positive demeanor and is a contributing team member.

• Responsible for maintaining a "car stock" inventory.

• Performs other duties as assigned.

Qualifications (Education, Experience, and Certifications)

• Requires a high school diploma. Classes and experience involving computers, electronics, mechanics, etc. are desired.

• Requires a valid state driver's license and a minimum level of auto insurance coverage per company policy, as the position entails extensive use of a personal car for company business.

Knowledge, Skills, and Abilities

• Requires some working knowledge of electro-mechanical devices, electrical circuitry, electronics, and varying levels of digital competency.

• Possesses a methodical approach to resolving problems.

• Possesses strong interpersonal and verbal communication skills.

• Possesses excellent customer service skills, including the ability to follow up to ensure closure of issues.

• Possesses the ability to read and comprehend written technical information in the form of technical manuals, parts books, and relevant publications.

• The technical aspect of this position requires following pre-established guidelines and using limited judgment to analyze and determine equipment problems (troubleshooting) and the need for routine servicing or parts installation.

Working Conditions, Mental and Physical Demands

• Typically works in an office environment with adequate lighting, ventilation, and a normal range of temperature and noise.

• Extensive daily travel in an automobile between customer locations is usually required. Assignment of a "walking territory" within a limited urban area would require extensive travel by foot in various weather conditions.

• Working conditions regularly expose individuals to conditions that could result in minor cuts and burns; frequent exposure to chemical solvents and cleaners.

• Shift work, overtime, stand-by, and/or on-call may be required.

• Requires daily internal contact with the service call center via telephone and wireless to receive and provide instructions concerning service requests.

• Routinely requires direct contact with the parts department to receive ordered parts. Also, routinely requires direct contact with the Field Technology Service Manager to review work, receive direction, and discuss customer concerns and problems.

• Requires daily external contact with customers (typically office/IT managers and machine operators) to investigate and resolve equipment problems.

• The customer relations aspect of the job tends to be diversified, but most problems are resolved using past precedent.

• Work has periodic stress related to an increased volume of service calls and occasional contact with dissatisfied customers.

• Physical effort is required to move objects on wheels that may weigh up to 400 pounds.

• Frequent stooping, bending, squatting, and kneeling are required to service equipment at floor level.

• Tool cases and assorted service-related tools weighing up to 50 pounds must be carried to various machine locations, often upstairs.

• For technicians assigned a walking territory, extensive foot travel is necessary.

• A high level of dexterity is required for the regular use of various hand tools, including screwdrivers, pliers, wrenches, and electronic testing equipment. Fine-motor skills are emphasized for working on small electronic and mechanical components.

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, skills, efforts or working conditions associated with a job.

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.

EEO/Affirmative Action Employer -- M/F/Disability/Veteran