**Field Representative II, Print Support SCA** **Position Profile** Responsible for daily support of site-specific network and workstation printers. Responds to customer requests for technical support and training, with a strong focus on customer service. All service calls and requests are documented using TRAC Solution, and serious issues are escalated to a Customer Service Technician and, if necessary, to the Integrated Account Manager. Ensures service level agreements between the customer and RICOH are met. Additional responsibilities may include procurement of printer hardware and management of on-site parts/consumables inventory. **Job Duties and Responsibilities** + Daily support of network and workstation printers + Responds to customer support requests and ensures quick, accurate, and professional resolution + Escalates problems to a technician when necessary + Keeps customers informed on the progress of issue resolution + Provides end users with remote access support and documents troubleshooting steps + Provides regular account updates on fleet status and performance to the Printer Fleet Manager or Integrated Account Manager + Manages on-site hardware and consumables inventory + Handles printer procurement as required by the customer + Maintains printer hot swap inventory + Documents and reports all fleet meter reads + Maintains printer fleet tools and databases **Qualifications (Education, Experience, and Certifications)** **Typically requires:** + High School Diploma (or equivalent); additional education preferred + IT Help Desk Support experience (application and hardware support) + Technical training and certifications (e.g., HP Certifications) **Knowledge, Skills, and Abilities** + Excellent customer service skills + Strong project management and task prioritization abilities + Solid technical knowledge of network and site-specific printers, and company products **Working Conditions, Mental and Physical Demands** + Typically works in an office environment with adequate lighting, ventilation, and a normal range of temperature and noise + Requires internal contact within the department and with other corporate personnel, and external contact with customers, agencies, vendors, etc. + Work assignments are diversified; past precedents are used to resolve problems, and new alternatives may be developed + Modest physical effort required; may involve walking, standing, bending, reaching, lifting or carrying objects up to 50 lbs. + Requires moderate dexterity and regular application of basic skills (e.g., calculator, keyboard, hand tools, eye/hand coordination) _The above statements are intended to describe the general nature and level of work being performed. They are not intended to be an exhaustive list of all responsibilities, skills, efforts, or working conditions associated with the job._ Come Create at Ricoh: If you are seeking a team driven by passion and purpose, come create with us at Ricoh. We are a team of information seekers and customer-obsessed collaborators who aspire to deliver the services, solutions, and technologies that empower business success. We are looking for talented, inspired individuals to join us to help drive high-performance team and our commitment to excellence. Ricoh is an integrated solutions provider and partner that connects people and technology, creates outstanding customer experiences, and delivers innovation for businesses worldwide. We empower digital workplaces by enabling individuals to work smarter from any location and harness the power of information—how it is collected, stored, managed, and shared—to unlock the potential in every organization. We deliver services and technologies that inspire our customers’ success and guide them toward a better and more sustainable future. If you are seeking a purpose-driven and passionate team, come create with us, and help drive our high-performance culture of excellence into tomorrow. Invest in Yourself: At Ricoh, you can: + 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.