The Service Technician / Field Representative I, Technology Services is responsible for the satisfactory completion of all required training programs. Responsibilities include maintaining and developing positive professional relationships with existing and potential customers; and servicing these customers by using strong product and technical knowledge of digital multifunction office equipment.

Job Duties & Responsibilities:

• Prepare and pre-stage printers and multifunctional devices as required;

• Responsible for the installation, troubleshooting of new equipment at customer locations;

• Respond to assigned service calls at customer locations;

• Perform preventive maintenance procedures at customer locations as assigned;

• Identify and escalate issues requiring additional support based on a defined workflow to Helpdesk, Technical specialist, or team leader as required;

• Operate a variety of hand and electronic tools to effectively and properly perform work tasks;

• Ensure machines are wiped down after setup, used parts and materials are properly disposed of;

• Complete all required paperwork to ensure efficient tracking and documentation requirements are achieved;

• Deliver parts and supplies to customer locations as required;

• Strive for continuous improvement of all equipment, systems and procedures throughout the workflow;

• Responsible for personal quality of workmanship and taking all necessary precautions to prevent customer service disruptions

• Provide excellent customer service both over the phone and face-to-face, as well as have an ability to communicate technical information to nontechnical audiences;

• Maintain a positive relationship with customers through effective and consistent communication;

• Maintain accurate car parts stock, as assigned, counted quarterly;

• Other duties as assigned by manager.

Qualifications (Education, Experience and Certifications):

• Post Secondary Education

• Working towards industry related certifications (eg. Net+, A+, Comp TIA or equivalent certification) an asset

• Prior electronics/computer experience would be valuable assets, along with a strong desire to learn and a demonstrated work ethic

Knowledge, Skills and Abilities:

• Exceptional customer service and problem solving skills

• Strong verbal and written communication skills

• High degree of mechanical aptitude, highly focused and driven to learn

• Ability to work independently, as part of a team and take initiative to improve the customer experience

• Strong attention to detail and good visual skills for assessing image quality

• 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

• Be highly organized with excellent time management

• Basic computer / network troubleshooting skills related to connecting devices to a network is a definite asset

• Ongoing on-the-job and classroom training will be provided and the experience you would gain in the position could lead toward advancement opportunities

Other Requirements:

• Must have a valid driver's license

Come Create at Ricoh:

If you are seeking a team driven by passion and purpose, come create with us at Ricoh. We are a team of information seekers and customer-obsessed collaborators who aspire to deliver the services, solutions, and technologies that empower business success. We are looking for talented, inspired individuals to join us to help drive high-performance team and our commitment to excellence.

Ricoh is an integrated solutions provider and partner that connects people and technology, creates outstanding customer experiences, and delivers innovation for businesses worldwide. We empower digital workplaces by enabling individuals to work smarter from any location and harness the power of information—how it is collected, stored, managed, and shared—to unlock the potential in every organization. We deliver services and technologies that inspire our customers’ success and guide them toward a better and more sustainable future. If you are seeking a purpose-driven and passionate team, come create with us, and help drive our high-performance culture of excellence into tomorrow.

Invest in Yourself:

At Ricoh, you can:

• Select the medical, dental, life, and disability insurance coverage that fits your needs.

• Contribute to your financial security with Ricoh Canada’s Retirement plan, with company matching contributions.

• Augment your education with team member tuition assistance programs.

• Enjoy paid vacation time and paid holidays annually.

• Tap into many other benefits to enhance your health, wellness such and ongoing personal and professional development.