Print Service Technician

About the position

The Print Service Technician is responsible for the daily support, service, repair, and availability of RICOH managed devices within a specified geographic area. This role focuses on customer service, responding to service requests, and providing technical support and training. The technician will handle device setup, installation, preventative maintenance, and routine servicing of printers and multi-functional devices, ensuring compliance with service level agreements.

Responsibilities

• Monitor device service and supply alerts, responding to and resolving service requests to meet service level agreements.
• Perform troubleshooting, diagnostics, installation, and component replacement on assigned equipment.
• Utilize remote support resources to resolve service issues and minimize dispatch.
• Escalate issues to Level 2 and technician resource support as necessary.
• Perform installations, set up IP addresses, download printer drivers, and provide customer training on supported devices.
• Document all service call and request activity using OFSC and other applications.
• Replenish and replace consumables and supplies for devices at assigned locations.
• Manage and maintain parts, supply, and asset inventories accurately.
• Monitor and return unused and excess RICOH owned supplies as PAR levels dictate.
• Adhere to IMACD process, supporting functional tasks and communicating statuses in a timely manner.
• Demonstrate technical expertise and good customer relation skills.
• Achieve expected productivity levels associated with assigned workload and level of experience.
• Proactively communicate to the customer the status of problem resolution.
• Provide regular updates including fleet status and performance to the Service Delivery fleet manager(s).
• Adhere to all RICOH and Customer safety and security measures.
• Perform meter read or meter captures at appropriate intervals for accurate billing.
• Travel between customer's buildings and locations within a specified geographic area.
• Manage device inventory and spares by assuring all records and required mapping is up-to-date.
• Complete technical training on new equipment as assigned.
• Support equipment training and inventory implementation efforts.
• Complete all required administrative tasks in an accurate and timely manner.
• Exhibit a professional appearance and positive demeanor.

Requirements

• High School Diploma (or equivalent) with additional education preferred.
• Valid state driver's license and minimum level of auto insurance coverage per company policy.
• Completed classes and experience involving computers, electronics, mechanics, etc. is desired.
• IT Help Desk Support experience (application & hardware support) preferred.
• Some working knowledge of electro-mechanical devices, electrical circuitry, electronics, and varying levels of digital competency.
• Strong interpersonal and verbal communications skills.
• Excellent customer service skills including ability to follow up to ensure closure of issues.
• Ability to read and comprehend written technical information in the form of technical manuals, parts books, and relevant publications.

Nice-to-haves

• Experience with RICOH and 3rd party manufacturer devices.
• Familiarity with service level agreements and customer service best practices.

Benefits

• Full-time employment with opportunities for overtime and on-call work.