Job Description
Position Summary:
The Senior Field Representative is a highly skilled technical specialist responsible for servicing, repairing, and supporting a range of complex office equipment across a designated territory. This role combines hands-on expertise with leadership, mentorship, and customer engagement. Operating independently, the Senior Field Representative provides second-level technical support, drives revenue opportunities, and contributes to team development and operational excellence.
Key Responsibilities Technical Expertise: - Service and repair a core set of advanced office products, including B&W, color, and multifunctional devices.
- Perform diagnostics, installations, removals, retrofits, and component-level troubleshooting.
- Demonstrate digital competencies aligned with assigned products and role level.
- Complete technical training on new equipment and technologies.
- Provide second-level technical support to field technicians
Training & Mentorship:
- Conduct on-the-job training (OJT) and technical seminars for new and experienced technicians.
- Serve as a role model in professionalism, appearance, and conduct—even in high-pressure situations.
- Act as a positive influence and champion for continuous improvement within the team.
Territory Management:
- Independently manage service territory, inventory, and customer relationships.
- Execute call handling and territory backup procedures with precision.
- Collaborate with sales teams to identify upgrade opportunities and generate leads.
- Maintain accurate car stock and parts inventory.
- Assume Field Technology Service Manager responsibilities when required.
Customer Engagement:
- Resolve complex customer issues with professionalism and empathy.
- Act as liaison for unresolved technical problems.
- Ensure high levels of customer satisfaction through proactive communication and follow-up.
- Build and maintain productive relationships with internal teams and external clients.
Revenue Generation:
- Identify and pursue leads for supplies, contracts, network support, and equipment assessments.
- Support business growth through consultative service and solution recommendations.
Qualifications:
Requirement Details Education:
- Completion of technical school preferred; minimum 3+ years of related experience, including 2+ years as a Technology Service Consultant.
- Certification: At least one industry-recognized certification; sustained performance at “meets or exceeds” level for 2+ years.
- Driver’s License: Valid state license and minimum auto insurance coverage per Ricoh policy.
Skills & Attributes:
- Expert knowledge of electro-mechanical devices and electronics.
- Strong diagnostic and problem-solving skills with a methodical approach.
- Excellent customer service and follow-up capabilities.
- Skilled in reading and interpreting technical manuals and documentation.
- Strong interpersonal and verbal communication skills.
- High level of professionalism and emotional intelligence.
- Proficient in Microsoft Office and mobile technology applications.
Physical & Environmental Demands:
- Daily travel between customer sites in varied weather conditions; occasional overnight travel.
- Frequent lifting (up to 50 lbs), pushing equipment (up to 400 lbs), and use of ladders.
- Regular bending, kneeling, and fine motor work with hand tools and testing equipment.
- Exposure to minor cuts, burns, solvents, and cleaners.
- May require shift work, overtime, and on-call availability.
- Periodic stress due to service volume, deadlines, and customer interactions.
- Frequent contact with dispatch, parts departments, and field service managers.
About Ricoh: Mission and Vision
At Ricoh, we empower individuals to find Fulfillment Through Work by understanding and transforming how people work so we can unleash their potential and creativity to realize a sustainable future.
We're empowering digital workplaces, connecting people to information fast and conveniently - and improving communication, efficiency and creativity.
Job Tags
Full time, Work at office, Shift work, Night shift,