Office Device Services Technician
POSITION PROFILEThe Services On Site Technician is responsible for the daily support, service, repair and availability of RICOH managed devices within a specified geographic area.
Responds to service requests and device alerts as well as technical support and training with a focus toward customer service.
Capable of device set-up and installation, preventative maintenance, and routine service of assigned RICOH and 3rd party manufacturer devices.
Serviceable device types include printers and multi-functional devices as well as other assets supported as part of RICOH's Service Advantage program (thermal print, lockers, robots, etc.
)Documents all service calls and requests using RICOH OFSC and customer provided (when applicable) systems.
Works to ensure that the service level agreements between the customer and RICOH are achieved.
JOB DUTIES AND RESPONSIBILITIESo Responsible for the daily monitoring of device service and supply alerts, responding to and resolving service requests so device availability meets service level agreementso Performs a full range of servicing and repair service procedures including troubleshooting, diagnostics, installation, component replacement, device hot swap, removal, and retrofits on assigned equipmento Utilizes remote support resources to resolve service issues and minimize dispatcho Escalates issues to Level 2 and technician resource support as necessaryo Performs basic and advanced installations, sets up IP addresses, downloads printer drivers and provides customer training on supported deviceso Documents all service call and request activity using OFSC and other applications when applicableo Replenishes and replaces consumables and supplies for devices at assigned locationso Responsible for the accurate management and maintenance of their parts, supply, and asset inventorieso Monitor and return unused and excess RICOH owned supplies as PAR levels dictateo Adheres to IMACD process, supporting functional tasks and communicating statuses in a timely mannero Demonstrates technical expertise and good customer relation skillso Achieves expected productivity levels associated with assigned workload and level of experienceo Proactively communicates to the customer the status of problem resolutiono Provides regular updates including fleet status and performance to the Service Delivery fleet manager(s)o Adherence to all RICOH and Customer safety and security measureso Perform meter read or meter captures at appropriate intervals for accurate billingo May travel between customer's buildings and locations within a specified geographic areao Manages device inventory and spares by assuring all records and required mapping is up-to-dateo Completes technical training on new equipment as assignedo Supports equipment trainingo Supports inventory and implementation effortso Completes all required administrative tasks in an accurate and timely mannero Exhibits a professional appearance and positive demeanoro Performs other duties as assigned QUALIFICATIONS (Education, Experience, and Certifications)o High School Diploma (or equivalent) with additional education preferredo Requires a valid state driver's license and minimum level of auto insurance coverage per company policy for position entails extensive use of personal car while on company business.
o Completed classes and experience involving computers, electronics, mechanics, etc.
is desired.
o IT Help Desk Support experience (application & hardware support) preferred KNOWLEDGE, SKILLS AND ABILITIES:
o Requires some working knowledge of electro-mechanical devices, electrical circuitry, electronics, and varying levels of digital competency.
o Possesses methodical approach to resolving problems.
o Possesses strong interpersonal and verbal communications skills.
o Possesses excellent customer service skills including ability to follow up to ensure closure of issues.
o Possesses ability to read and comprehend written technical information in the form of technical manuals, parts books, and relevant publications.
o The technical aspect of this position requires following pre-established guidelines, using limited judgment.
Judgment is used to analyze and determine the problem on the equipment (troubleshooting).
It is also used in determining the need for routine servicing or parts to be installed.
Salary:
$12.
83 - $20.
27.
Estimated Salary: $20 to $28 per hour based on qualifications.
Responds to service requests and device alerts as well as technical support and training with a focus toward customer service.
Capable of device set-up and installation, preventative maintenance, and routine service of assigned RICOH and 3rd party manufacturer devices.
Serviceable device types include printers and multi-functional devices as well as other assets supported as part of RICOH's Service Advantage program (thermal print, lockers, robots, etc.
)Documents all service calls and requests using RICOH OFSC and customer provided (when applicable) systems.
Works to ensure that the service level agreements between the customer and RICOH are achieved.
JOB DUTIES AND RESPONSIBILITIESo Responsible for the daily monitoring of device service and supply alerts, responding to and resolving service requests so device availability meets service level agreementso Performs a full range of servicing and repair service procedures including troubleshooting, diagnostics, installation, component replacement, device hot swap, removal, and retrofits on assigned equipmento Utilizes remote support resources to resolve service issues and minimize dispatcho Escalates issues to Level 2 and technician resource support as necessaryo Performs basic and advanced installations, sets up IP addresses, downloads printer drivers and provides customer training on supported deviceso Documents all service call and request activity using OFSC and other applications when applicableo Replenishes and replaces consumables and supplies for devices at assigned locationso Responsible for the accurate management and maintenance of their parts, supply, and asset inventorieso Monitor and return unused and excess RICOH owned supplies as PAR levels dictateo Adheres to IMACD process, supporting functional tasks and communicating statuses in a timely mannero Demonstrates technical expertise and good customer relation skillso Achieves expected productivity levels associated with assigned workload and level of experienceo Proactively communicates to the customer the status of problem resolutiono Provides regular updates including fleet status and performance to the Service Delivery fleet manager(s)o Adherence to all RICOH and Customer safety and security measureso Perform meter read or meter captures at appropriate intervals for accurate billingo May travel between customer's buildings and locations within a specified geographic areao Manages device inventory and spares by assuring all records and required mapping is up-to-dateo Completes technical training on new equipment as assignedo Supports equipment trainingo Supports inventory and implementation effortso Completes all required administrative tasks in an accurate and timely mannero Exhibits a professional appearance and positive demeanoro Performs other duties as assigned QUALIFICATIONS (Education, Experience, and Certifications)o High School Diploma (or equivalent) with additional education preferredo Requires a valid state driver's license and minimum level of auto insurance coverage per company policy for position entails extensive use of personal car while on company business.
o Completed classes and experience involving computers, electronics, mechanics, etc.
is desired.
o IT Help Desk Support experience (application & hardware support) preferred KNOWLEDGE, SKILLS AND ABILITIES:
o Requires some working knowledge of electro-mechanical devices, electrical circuitry, electronics, and varying levels of digital competency.
o Possesses methodical approach to resolving problems.
o Possesses strong interpersonal and verbal communications skills.
o Possesses excellent customer service skills including ability to follow up to ensure closure of issues.
o Possesses ability to read and comprehend written technical information in the form of technical manuals, parts books, and relevant publications.
o The technical aspect of this position requires following pre-established guidelines, using limited judgment.
Judgment is used to analyze and determine the problem on the equipment (troubleshooting).
It is also used in determining the need for routine servicing or parts to be installed.
Salary:
$12.
83 - $20.
27.
Estimated Salary: $20 to $28 per hour based on qualifications.
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