**Field Representative II, Print Support** **This Position Offers $750 sign on bonus for New Ricoh members!** **Position Profile** Responsible for the daily support of assigned RICOH-managed devices within the customer's fleet. This includes responding to customer requests for technical support and training, with a strong focus on customer service. Duties involve consumable replenishment (toner, labels, paper, etc.), basic end-user device maintenance, and escalation of service issues as needed. May also include printer hardware procurement and management of on-site parts/consumables inventory. **Job Duties and Responsibilities** + Ensure service level agreements (SLAs) between customer and RICOH are met. + Monitor device service and supply alerts daily; respond and resolve service requests to maintain device availability. + Maintain accurate asset list and device locations using fleet tools and databases. + Support fleet optimization by identifying under/over-utilized and frequently serviced devices. + Respond to customer support requests promptly and professionally; escalate issues as needed. + Follow IMACD process, manage functional tasks, and communicate status updates. + Maintain adequate inventory levels for supplies based on device volume requirements. + Order supplies and maintain appropriate PAR (Periodic Automatic Replacement) levels. + Return unused/excess RICOH-owned supplies as needed. + Document and report all fleet meter reads. + Provide training on RICOH equipment and features to end users and team members. + Minimize field service dispatch by utilizing support resources; escalate to Level 2 support when necessary. + Communicate problem resolution status proactively to customers. + Provide remote access support and document troubleshooting steps. + Assist with hot swap tasks to maintain user experience. + Move desktop printers only with SR process approval. + Manage on-site hardware inventory and printer procurement. + Support inventory and implementation efforts. + Complete all administrative tasks accurately and on time. + Maintain professional appearance and demeanor. + Perform other duties as assigned. **Qualifications (Education, Experience, Certifications)** + High School Diploma or equivalent; additional education preferred. + Experience in IT Help Desk Support (application & hardware). + Technical training and certifications (e.g., HP Certifications). + Completion of Ricoh Learning Institute courseware within assigned timeframe. **Knowledge, Skills, and Abilities** + Excellent customer service and follow-up skills. + Strong communication and interpersonal skills. + Good project management and task prioritization abilities. + Solid technical knowledge of network/site-specific printers and RICOH products. + Methodical approach to problem-solving. **Working Conditions, Mental and Physical Demands** + Office environment with standard lighting, ventilation, and noise levels. + Internal contact with departments and external contact with customers/vendors. + Diversified work assignments; may require developing new solutions. + Modest physical effort: walking, standing, bending, lifting up to 50 lbs. + Moderate dexterity: use of calculator, keyboard, hand tools, and coordination.