RICOH COLOMBIA · 2 days ago
Field Representative II, First Responder Print
Buffalo, NY
Full-time
Onsite
New Grad, Entry LevelRICOH COLOMBIA is an integrated solutions provider focused on empowering digital workplaces. The Field Representative II is responsible for the support, service, repair, and availability of managed devices, ensuring customer satisfaction through effective communication and technical support.
Information Technology & Services
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
Required
High School Diploma (or equivalent) with additional education preferred
IT Help Desk Support experience (application & hardware support) preferred
Technical Training & Certifications: HP Certifications preferred
Completion of Ricoh Learning Institute Courseware within specified timeframe as assigned/directed by management
Excellent customer service skills
Possesses strong interpersonal and verbal communications skills
Possesses excellent customer service skills including ability to follow up to ensure closure of issues and can communicate effectively
Good project management skills and ability to prioritize tasks
Strong technical knowledge of network and site-specific printers
Strong technical knowledge of company products
Requires working knowledge of electro-mechanical devices, electrical circuitry, electronics, and varying levels of digital competency
Possesses methodical approach to resolving problems
Possesses 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, using limited judgment. Judgment is used to analyze and determine the problem on the equipment (troubleshooting). It is also used in determining the need for routine servicing or parts to be installed
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 COLOMBIA
Ricoh es una compañía global de información y tecnología construyendo sobre la base de nuestro legado de innovación en un nuevo mundo del trabajo.
201-500 employees
Funding
Current Stage
Growth StageCompany data provided by crunchbase