Job Description

We’re looking for a highly skilled and self-motivated Senior Field Representative to support and service a wide range of complex office technology at client sites within a designated territory. You’ll serve as a technical expert, customer advocate, and mentor to other service technicians—all while helping drive business results through outstanding customer service and revenue-generating opportunities.

Primary Responsibilities

Technical Expertise & Repair Services

• Troubleshoot, diagnose, and repair advanced B&W, color, and multifunctional office equipment.
• Perform installations, retrofits, and component replacements on complex systems.
• Maintain current digital competencies and complete training on emerging technologies.

Mentorship & Training

• Lead on-the-job training and technical workshops for technicians.
• Serve as a technical escalation point and second-level support.
• Model professionalism and foster a positive team culture.

Customer Engagement & Service Excellence

• Provide exceptional service in high-pressure environments and resolve complex issues.
• Manage client relationships and act as a liaison for unresolved technical concerns.
• Maintain organized “car stock” inventory for efficient field service.

Territory & Inventory Management

• Collaborate with dispatch, sales, and parts teams to optimize coverage and efficiency.
• Ensure timely service call completion and accurate documentation.
• Maintain territory backup plans and achieve productivity goals.

Leadership & Business Impact

• Serve as Field Technology Service Manager when required.
• Identify and pursue revenue opportunities through contract leads and upgrades.
• Contribute to process improvements and cross-functional collaboration.

Required Experience

• 3+ years of related service experience, including 2+ years in a similar role.
• At least one industry certification (e.g., CompTIA, OEM).
• Valid driver’s license and appropriate insurance for travel.

Required Education

• Technical diploma or equivalent training.

Work Environment

• Regular in-field travel; exposure to varying weather and client environments.
• Frequent lifting (up to 50 lbs.), use of tools, and physical mobility in tight spaces.
• Routine manual tasks requiring a high degree of dexterity.

About the Company

Come Create at Ricoh:

Ricoh is an integrated solutions provider committed to connecting people and technology, delivering innovation, and empowering digital workplaces. We support smarter work environments by managing how information is collected, stored, and shared. Our purpose-driven team strives to help businesses succeed while fostering sustainability and a high-performance culture.

Ricoh offers a comprehensive benefits package including medical, dental, and life insurance; retirement savings options; tuition assistance; and paid time off to support employee health, wellness, and professional development.

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