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.