<p>Field Representative II, Print Support SCA POSITION PROFILE</p> <p>Responsible for the daily support of site-specific network and workstation printers. Responds to customer requests for technical support and training with the focus being on customer service. Documents all service calls and requests using TRAC Solution and escalates serious problems to a Customer Service Technician and, as necessary, to the Integrated Account Manager. Works to ensure that the service level agreements between the customer and RICOH are achieved. In addition, responsibilities may include the procurement of printer hardware and the management of an on-site parts/consumables inventory.</p> <p>Job Duties and Responsibilities</p> <ul> <li>Daily support of network and workstation printers </li><li>Responds to customer support requests and ensures that they are resolved quickly, accurately, and professionally; escalates problems to a technician as necessary </li><li>Keeps the customer up to date on the progress of problem resolution </li><li>Provides end users with detailed remote access knowledge and documents complete troubleshooting information </li><li>Provides regular account updates, including information on fleet status and performance, to the Printer Fleet Manager or Integrated Account Manager </li><li>Responsible for on-site hardware & consumables inventory </li><li>Responsible for printer procurement as required by the customer </li><li>Responsible for printer hot swap inventory </li><li>Documents and reports all fleet meter reads </li><li>Maintains printer fleet tools/databases </li></ul> <p>Qualifications (Education, Experience and Certifications)</p> <p>Typically requires:</p> <ul> <li>High School Diploma (or equivalent) with additional education preferred </li><li>IT Help Desk Support experience (application & hardware support) </li><li>Technical Training & Certifications: HP Certifications </li></ul> <p>Knowledge, Skills, and Abilities</p> <ul> <li>Excellent customer service skills </li><li>Good project management skills and ability to prioritize tasks </li><li>Strong technical knowledge of network and site-specific printers, and company products </li></ul> <p>Working Conditions, Mental and Physical Demands</p> <ul> <li>Typically works in an office environment with adequate lighting and ventilation, and a normal range of temperature and noise level </li><li>Requires internal contact within department and with other corporate personnel, and external contact with customers, agencies, vendors, etc. </li><li>Work assignments are diversified. Examples of past precedent are used to resolve work problems. New alternatives may be developed to resolve problems </li><li>Modest physical effort is required. Work does require walking, standing, bending, reaching, and lifting or carrying objects that may weigh up to 50 lbs. (e.g., papers, books, files, and small parts, etc.) </li><li>Requires moderate dexterity-regular application of basic skills (calculator, keyboard, hand tools, eye/hand coordination) </li></ul> <p>The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, skills, efforts, or working conditions associated with a job.</p>