Field Service Technician

About Ricoh

Ricoh is an integrated solutions provider and partner that connects people and technology, creating outstanding customer experiences and delivering innovation worldwide. We empower digital workplaces by enabling smarter work from any location and harnessing the power of information. Ricoh delivers services and technologies that inspire customer success and guide them toward a better, more sustainable future. We are a team driven by passion and purpose, seeking inspired individuals to join us in driving high-performance teams and a commitment to excellence.

Role: Field Service Technician / Senior Field Representative, Technology Services – Multifunction Printers

This position involves servicing and repairing a variety of office equipment, specifically Multi-Function Printers (MFPs), at customer locations within the Greater Toronto Area (GTA). You may be recognized as a specialist on certain products and will manage your territory, inventory, and customer relationships.

Responsibilities

• Specialize in servicing and repairing complex mid-volume multi-functional devices, and potentially low-volume devices as needed.
• Perform a full range of service and repair procedures, including diagnostics, installation, removal, and retrofits on core complex mid-volume MFPs.
• Manage territory, inventory, and customer relationships effectively.
• Achieve expected productivity levels based on assigned workload and experience.
• Complete technical training on new equipment as assigned.
• Maintain and manage personal parts inventory with a high degree of accuracy.
• Adhere to territory back-up plans.
• Complete all required administrative tasks accurately and timely.
• Interact with external customers to determine service needs and ensure high customer satisfaction.
• Maintain productive, professional relationships with customers and company personnel.
• Perform troubleshooting and repairs or replacements of components on B&W, color, and multifunctional devices.
• Continuously upgrade knowledge of Ricoh products.

Qualifications

• Post-Secondary Education in a technical specialization.

Knowledge, Skills and Abilities

• Excellent working knowledge of electro-mechanical devices and electronics.
• Strong interpersonal and verbal communication skills.
• Solid knowledge of assigned equipment.
• Skilled methodical approach to problem resolution.
• Excellent customer service skills, including follow-up to ensure issue closure.
• Ability to read and comprehend technical information (manuals, parts books, publications).
• High degree of mechanical aptitude, with focus and drive to learn.
• Ability to work independently, as part of a team, and take initiative.
• Strong attention to detail and visual skills for assessing image quality.
• Ability to access/service equipment in various locations (low, high, cramped, inconvenient).
• Diplomatic and professional demeanor in a corporate environment.
• Highly organized with excellent time management skills.

Other Requirements

• Valid driver's license and applicable auto insurance coverage (if using personal vehicle).
• Extensive daily travel between customer locations is typically required.
• Shift work, overtime, stand-by, and/or on-call duties may be required.
• Physical requirements include moving objects up to 400 lbs (on wheels), lifting/carrying up to 50 lbs, frequent walking, standing, bending, reaching, lifting, stooping, squatting, and kneeling. Dexterity for using hand tools on small electronic and mechanical components is essential.

Invest in Yourself

• Insurance: Medical, dental, life, and disability coverage options.
• Retirement: Ricoh Canada's Retirement plan with company matching contributions.
• Education: Team member tuition assistance programs.
• Time Off: Paid vacation time and paid holidays annually.
• Other Benefits: Various benefits to enhance health, wellness, and professional development.