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Ricoh USA, Inc. · 1 month ago

Field Representative Print Support

Los Angeles, CA, United States

Full-time

Onsite

New Grad, Entry Level

$20/hr - $24/hr

Ricoh USA, Inc. is seeking a Field Representative Print Support to ensure the daily support of managed devices within customer fleets. The role involves responding to customer requests for technical support, managing supplies, and maintaining device availability to meet service level agreements.

ConsultingDocument PreparationInformation Technology

H1B Sponsor Likely

Responsibilities

Works to ensure that the (SLAs) service level agreements between customer and RICOH are achieved

Responsible for the daily monitoring of device service and supply alerts, responding to and resolving service requests so device availability meets service level agreements

Maintains an accurate asset list and location of managed devices with available printer fleet tools and databases

Supports continuous fleet optimization efforts through identification of over/under utilized, frequently serviced, and exception devices

Responds to customer support requests and ensures that they are resolved quickly, accurately, and professionally. Escalates service problems as necessary

Adheres to IMACD process, coordinating and supporting functional tasks, managing, and communicating statuses in a timely manner

Maintain an adequate supplies inventory level for devices and their volume requirements

Responsible for supply ordering and maintaining appropriate PAR (Periodic Automatic Replacement) levels

Monitor and return unused and excess RICOH owned supplies as PAR levels dictate

Documents and reports all fleet meter reads

Provides training on the use of RICOH equipment and features

Provide Team Member training on use of equipment and features and aid in mapping devices

Utilizes support resources to minimize field service dispatch and then escalates issues to Level 2 support, as necessary

Proactively communicate to the customer the status of problem resolution

Provide the end users with detailed remote access knowledge and document complete trouble shooting information

Assist in hot swap tasks needed to ensure users experience stays intact

Responsible for moving desktop printers to a new location only with approval through the SR process

Manage on-site hardware inventory

Manages printer procurement as required by the customer

Manages hot swap inventory

Support inventory and implementation efforts

Completes all required administrative tasks in an accurate and timely manner

Exhibits a professional appearance and positive demeanor

Performs other duties as assigned

Qualification

IT Help Desk SupportTechnical Training & CertificationsTechnical knowledgeHP CertificationsCustomer serviceProject management skillsInterpersonal skillsProblem-solving approach

Required

High School Diploma (or equivalent)

IT Help Desk Support experience (application & hardware support)

Excellent customer service skills including ability to follow up to ensure closure of issues and can communicate effectively

Good project management skills and ability to prioritize tasks

Strong technical knowledge of network and site-specific printers, and company products

Possesses strong interpersonal and verbal communications skills

Possesses methodical approach to resolving problems

Preferred

Additional education preferred

HP Certifications

Completion of Ricoh Learning Institute courseware within specified timeframe as assigned/directed by management

Company

Ricoh USA, Inc.

Glassdoor3.6

At Ricoh, we bring people, processes, and technology together to make information work for you.

Founded in 1962

Malvern, Pennsylvania, USA

10001+ employees

https://www.ricoh-usa.com

H1B Sponsorship

Ricoh USA, Inc. has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2025 (16)

2024 (8)

2023 (7)

2022 (16)

2021 (13)

2020 (4)