Core Purpose of the Role

This position is designed for someone who can operate independently as a technical specialist, handling installation, configuration, troubleshooting, and customer training across a range of Ricoh products and solutions. It’s a hybrid of technician, trainer, workflow consultant, and customer‑relationship manager.

 

 Technical Responsibilities

Handle multi‑solution service work: installation, configuration, networking, maintenance, and troubleshooting. Train customers on equipment, software, and workflow improvements. Collect and analyze technical data to improve service performance across the region. Identify opportunities to increase usage of Ricoh products and services. Maintain deep expertise in assigned product lines and occasionally act as team lead. Perform equipment adjustments, repairs, and operational checks according to documentation.  

 Customer Service Expectations

Represent Ricoh professionally in all customer interactions. Build strong, productive relationships with customers and internal teams. Anticipate customer needs and promote Ricoh support offerings. Provide workflow observations and solution recommendations.  

 Workload & Administrative Duties

Meet response‑time, repair‑time, quality, and cost‑control metrics. Follow all call‑handling and workload‑management procedures. Complete logs, reports, and administrative tasks accurately and on time. Track all time and activities in the required systems. Maintain car stock or on‑site inventory as assigned.  

 Performance Expectations

Achieve productivity targets aligned with experience level. Participate in Ricoh Extra Value programs (e.g., CS212). Perform additional duties as assigned.  

 Required Qualifications

Valid driver’s license and required auto insurance. High school diploma required; technical coursework in computers, electronics, mechanics, networking, or printing software preferred. Must meet Ricoh’s Technology Services Training and Certification requirements. Proficiency with Microsoft Office and mobile/connected technologies.  

 Skills & Attributes

Strong multitasking and prioritization abilities. Excellent communication and organizational skills. Ability to handle confidential information. Problem‑solving mindset with a focus on identifying opportunities. Professionalism under pressure and in challenging situations. Commitment to self‑development and mentoring others.  

 Working Conditions & Physical Demands

Extensive daily travel by car; occasional overnight travel. Frequent bending, kneeling, lifting up to 50 lbs, and moving equipment up to 400 lbs on wheels. Work may occur outdoors or in varying weather conditions.

Possible shift work, overtime, or on‑call rotations.