<p>Position Summary</p> <p>The Field Specialist is a highly skilled technical professional responsible for servicing and repairing a range of complex office equipment across a designated territory. This role combines hands-on expertise with leadership, mentorship, and customer engagement. Operating independently, the Field Specialist supports business growth through proactive service delivery, second-level technical support, and consultative collaboration with sales and service teams.</p> <p>Key Responsibilities Technical Expertise</p> <p>Service and repair a core set of advanced office products, including B&W, color, and multifunctional devices</p> <p>Perform diagnostics, installations, removals, retrofits, and component-level troubleshooting</p> <p>Demonstrate digital competencies aligned with assigned products and role level</p> <p>Complete technical training on new equipment and technologies</p> <p>Provide second-level technical support to field technicians</p> <p>Training & Mentorship</p> <p>Conduct on-the-job training (OJT) and technical seminars for new and experienced technicians</p> <p>Serve as a role model in professionalism, appearance, and conduct-even in high-pressure situations</p> <p>Champion continuous improvement initiatives and team development</p> <p>Territory Management</p> <p>Independently manage service territory, inventory, and customer relationships</p> <p>Execute call handling and territory backup procedures with precision</p> <p>Collaborate with sales teams to identify upgrade opportunities and generate leads</p> <p>Maintain accurate car stock and parts inventory</p> <p>Assume Field Technology Service Manager responsibilities when required</p> <p>Customer Engagement</p> <p>Resolve complex customer issues with professionalism and empathy</p> <p>Act as liaison for unresolved technical problems</p> <p>Ensure high levels of customer satisfaction through proactive communication and follow-up</p> <p>Build and maintain productive relationships with internal teams and external clients</p> <p>Revenue Generation</p> <p>Identify and pursue leads for supplies, contracts, network support, and equipment assessments</p> <p>Support business growth through consultative service and solution recommendations</p> <p>Qualifications</p> <p>Requirement Details Education Completion of technical school preferred; minimum 3+ years of related experience, including 2+ years as a Technology Service Consultant I Certification At least one industry-recognized certification; sustained performance at "meets or exceeds" level for 2+ years Driver's License Valid state license and minimum auto insurance coverage per Ricoh policy</p> <p>Skills & Attributes</p> <p>Expert knowledge of electro-mechanical devices and electronics</p> <p>Strong diagnostic and problem-solving skills with a methodical approach</p> <p>Excellent customer service and follow-up capabilities</p> <p>Skilled in reading and interpreting technical manuals and documentation</p> <p>Strong interpersonal and verbal communication skills</p> <p>High level of professionalism and emotional intelligence</p> <p>Proficient in Microsoft Office and mobile technology applications</p> <p>Physical & Environmental Demands</p> <p>Daily travel between customer sites in varied weather conditions; occasional overnight travel</p> <p>Frequent lifting (up to 50 lbs), pushing equipment (up to 400 lbs), and use of ladders</p> <p>Regular bending, kneeling, and fine motor work with hand tools and testing equipment</p> <p>Exposure to minor cuts, burns, solvents, and cleaners</p> <p>May require shift work, overtime, and on-call availability</p> <p>Periodic stress due to service volume, deadlines, and customer interactions</p>