Job Description

Job Summary:
The Printer Technician is responsible for the daily support, service, repair, and availability of RICOH managed devices within a specified geographic area. This role involves responding to service requests and device alerts, providing technical support and training, and ensuring customer service excellence. 

Key Responsibilities:

• Device Monitoring: Daily monitoring of device service and supply alerts, responding to and resolving service requests to meet service level agreements.
• Servicing and Repair: Perform a full range of servicing and repair procedures including troubleshooting, diagnostics, installation, component replacement, device "hot swap," removal, and retrofits on assigned equipment.
• Remote Support: Utilize remote support resources to resolve service issues and minimize dispatch.
• Escalation: Escalate issues to Level 2 and technician resource support as necessary.
• Installation and Setup: Perform basic and advanced installations, set up IP addresses, download printer drivers, and provide customer training on supported devices.
• Documentation: Document all service call and request activity using OFSC and other applications when applicable.
• Consumables Management: Replenish and replace consumables and supplies for devices at assigned locations.
• Inventory Management: Accurately manage and maintain parts, supply, and asset inventories. Monitor and return unused and excess RICOH owned supplies as PAR levels dictate.
• IMACD Process: Adhere to IMACD process, supporting functional tasks and communicating statuses in a timely manner.
• Customer Relations: Demonstrate technical expertise and good customer relation skills. Proactively communicate to the customer the status of problem resolution.
• Reporting: Provide regular updates including fleet status and performance to the Service Delivery fleet manager(s).
• Safety and Security: Adhere to all RICOH and Customer safety and security measures.
• Meter Reads: Perform meter read or meter captures at appropriate intervals for accurate billing.
• Travel: May travel between customer's buildings and locations within a specified geographic area.
• Training: Complete technical training on new equipment as assigned. Support equipment training and inventory implementation efforts.
• Administrative Tasks: Complete all required administrative tasks in an accurate and timely manner.
• Professionalism: Exhibit a professional appearance and positive demeanor.
• Other Duties: Perform other duties as assigned.

Qualifications:

• Education: High School Diploma (or equivalent) with additional education preferred.
• Licensing: Valid state driver's license and minimum level of auto insurance coverage per company policy.
• Experience: Completed classes and experience involving computers, electronics, mechanics, etc. IT Help Desk Support experience (application & hardware support) preferred.

Knowledge, Skills, and Abilities:

• Technical Knowledge: Working knowledge of electro-mechanical devices, electrical circuitry, electronics, and varying levels of digital competency.
• Problem-Solving: Methodical approach to resolving problems.
• Communication: Strong interpersonal and verbal communications skills.
• Customer Service: Excellent customer service skills including ability to follow up to ensure closure of issues.
• Technical Reading: Ability to read and comprehend written technical information in the form of technical manuals, parts books, and relevant publications.
• Judgment: Use limited judgment to analyze and determine the problem on the equipment (troubleshooting) and determine the need for routine servicing or parts to be installed.

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.

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