Field Service Technician Jobs

Supporting the Kingston area.
We want you to join our customer centric team whose passion it is to Empower Digital workplaces!
At Ricoh, we aren’t satisfied with keeping pace with today’s complex work environments, we are setting the pace. We are reimagining the workplace.
Our high-performance workplace is powered by a team that thrives. We offer a friendly culture with a focus on wellbeing and work life balance. Flexible work options, a time off purchase program, great physical and mental health benefits, employee discount and recognition programs are only some of the advantages of working at Ricoh.
We are a family that promotes positive manager relationships and on-going learning & development that nurtures professional growth and career advancement.
Discover what you are capable of in an environment where your growth is supported, and your success is celebrated.
The Field Service Technician II services and repairs a variety of office equipment at customer locations, within the Kingston area. May be viewed as specialist on certain products. Additional responsibilities may include Team Lead/Coordinator role.
Job Duties - Responsibilities

• Other duties as assigned by manager.
• Manages territory, inventory and customer relationships;
• Completes technical training on new equipment as assigned;
• Enabling multi-functional devices to print and scan per customer requirements;
• Actively drives revenue generating opportunities through supply leads, contract sales, network support contract leads, equipment and print assessment leads;
• Performs a full range of servicing and repair service procedures including troubleshooting, diagnostics, repair, installation, removal and retrofits of a core set of highly complex multi-functional devices;
• Achieves expected productivity levels associated with assigned workload and level of experience;
• Demonstrates required digital competencies associated with assigned products and level assignment;
• May provide 2nd level technical support to other technicians;

Provides advanced training

• Maintains and manages own parts inventory with a high degree of accuracy.
• Works closely with sales partners to maximize equipment leads and upgrade opportunities.
• Adheres to territory back-up plans.
• May conduct technical seminars and on-the-job training for new and experienced technicians as required
• Serves as a role model and exhibits professional appearance and behavior at all times, under the most difficult situations.
• Effectively executes all required territory management and call handling procedures.
• Completes all required administrative tasks in an accurate and timely manner.

Manages Territory
Customer Service

• Effectively handles the most difficult customer situations.
• Acts as a communication link on unresolved technical problems/issues.
• Interacts with external customers for the purpose of determining service needs on equipment and ensuring overall high level of customer satisfaction with the service performed.
• Maintains productive, professional relationship with all customer and company personnel.

Qualifications

• Requires 1 Industry Certification and sustained (at least 2 years) of meets or exceeds performance level. (Comptia Net+ or Comptia A+)
• Minimum of 3 years related experience, including a minimum of 2 years as a Technology Service Consultant I
• Post-Secondary Education in the area of technical specialization

Knowledge, Skills And Abilities

• Ability to work independently, as part of a team and take initiative to improve the customer experience
• Ability to access/service equipment which may be in low, high, cramped or otherwise inconvenient locations
• Ability to act diplomatically in a professional corporate environment
• Requires solid knowledge of assigned equipment
• Printer business experience is an asset
• Strong attention to detail and good visual skills for assessing image quality
• Excellent customer service skills including ability to follow up to ensure closure of issues
• Skilled ability to read and comprehend written technical information in the form of technical manuals, parts books and relevant publications
• Skilled methodical approach to resolving problems
• High degree of mechanical aptitude, highly focused and driven to learn
• Strong interpersonal and verbal communications skills
• Requires an excellent working knowledge of electro-mechanical devices and electronics
• Continuously upgrading knowledge of Ricoh products
• Be highly organized with excellent time management

Other Requirements

• Physical effort is required to move objects on wheels that may weigh up to 400 pounds and be able to lift and carry objects that weigh up to 50 pounds. Requires frequent walking, standing, bending, reaching and lifting when installing equipment, i.e. computers, controllers, color laser copiers, projectors, etc. Frequent stooping, bending, squatting and kneeling are required to service equipment at floor level.
• Requires a valid driver's license and as applicable, a minimum level of auto insurance coverage per RICOH policy for positions utilizing personal vehicles while for company business.
• A high level of dexterity is required in the regular use of a variety of hand tools. These tools will include, but are not limited to, screwdrivers, pliers, wrenches and some electronic testing equipment. There is an emphasis on fine-motor skills for work on small electronic and mechanical components.
• Tool cases and assorted service related tools weighing in the range of 25 to 50 pounds must be carried to a variety of machine locations.
• Shift work, overtime, stand-by and/or on-call may be required.
• Extensive daily travel in an automobile between customer locations is usually required. Assignment of a walking territory within a limited urban area would require extensive travel by foot.

Ricoh is an information management and digital services company connecting technology, processes, and people in progressive business around the world. Ricoh is a recognized leader in document workflow, process automation, digital transformation, and security. Every day our 90,000+ global employees work with big and small companies' optimizing their end-to-end business solutions.