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Ricoh USA, Inc. · 6 days ago

Field Representative II, First Responder Print

Buffalo, NY, United States

Full-time

Onsite

New Grad, Entry Level

$18/hr - $27/hr

Ricoh USA, Inc. is an integrated solutions provider that connects people and technology. The Field Representative II is responsible for daily support, service, repair, and availability of RICOH managed devices, ensuring customer satisfaction through effective service and technical support.

ConsultingDocument PreparationInformation Technology

H1B Sponsor Likely

Responsibilities

Works to ensure that the (SLAs) service level agreements between customer and RICOH are achieved

Responds to customer support requests and ensures they are resolved quickly, accurately, and professionally

Maintains an accurate asset list and location of managed devices with available printer fleet tools and databases

Replenishes and replaces consumables and supplies for devices at assigned locations

Responsible for the daily monitoring of device service and supply alerts, responding to and resolving service requests so device availability meets service level agreements

Supports continuous fleet optimization efforts through identification of over/under utilized, frequently serviced, and exception devices

Provides training on the use of RICOH equipment and features

Provide Team Member training on use of equipment and features and aid in mapping devices

Performs a full range of servicing and repair including troubleshooting, diagnostics, installation, component replacement, device "hot swap", removal, and retrofits on assigned equipment

Documents all service calls and request using RICOH OFSC and customer (when applicable) systems

Utilizes support resources to minimize field service dispatch and then escalates issues to Level 2 support, as necessary

Proactively communicate to the customer the status of problem resolution

Provide the end users with detailed remote access knowledge and document complete trouble shooting information

Assist in hot swap tasks needed to ensure users experience stays intact. Tasks may include providing and communicating jack numbers, IP addresses, and coordinating with end user to remap, as necessary

Report through established channels all network, application and workstation issues that are supported by the customer

Performs basic and advanced installations, sets up IP addresses, downloads printer drivers and provides customer training on supported devices

Adheres to IMACD process, coordinating and supporting functional tasks, managing, and communicating statuses in a timely manner

Responsible for moving desktop printers to a new location only with approval through the SR process

Maintain an adequate supplies inventory level for devices and their volume requirements

Responsible for supply ordering and maintaining appropriate PAR (Periodic Automatic Replacement) levels

Monitor and return unused and excess RICOH owned supplies as PAR levels dictate

Manage on-site hardware inventory

Manages printer procurement as required by the customer

Manages hot swap inventory

Documents and reports all fleet meter reads

Completes technical training on new equipment as assigned

Support inventory and implementation efforts

Completes all required administrative tasks in an accurate and timely manner

Exhibits a professional appearance and positive demeanor

Performs other duties as assigned

Qualification

IT Help Desk SupportTechnical Training & CertificationsTechnical knowledge of printersCustomer service skillsElectro-mechanical devices knowledgeProject management skillsRead technical manualsInterpersonal skillsVerbal communication skillsProblem-solving approach

Required

High School Diploma (or equivalent)

Excellent customer service skills

Strong interpersonal and verbal communications skills

Ability to follow up to ensure closure of issues

Good project management skills and ability to prioritize tasks

Strong technical knowledge of network and site-specific printers

Strong technical knowledge of company products

Working knowledge of electro-mechanical devices, electrical circuitry, electronics, and varying levels of digital competency

Methodical approach to resolving problems

Ability to read and comprehend written technical information in the form of technical manuals, parts books, and relevant publications

Ability to analyze and determine the problem on the equipment (troubleshooting)

Ability to determine the need for routine servicing or parts to be installed

Completion of Ricoh Learning Institute Courseware within specified timeframe as assigned/directed by management

Preferred

Additional education beyond High School Diploma

IT Help Desk Support experience (application & hardware support)

Technical Training & Certifications: HP Certifications

Benefits

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.

Company

Ricoh USA, Inc.

Glassdoor3.6

At Ricoh, we bring people, processes, and technology together to make information work for you.

Founded in 1962

Malvern, Pennsylvania, USA

10001+ employees

https://www.ricoh-usa.com

H1B Sponsorship

Ricoh USA, Inc. has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2025 (16)

2024 (8)

2023 (7)

2022 (16)

2021 (13)

2020 (4)