Field Service Technician / Senior Field Representative, Technology Service
About the role
Service Technician / Senior Field Representative, Technology Services - Downtown Toronto Territory
The Service Technician services and repairs a variety of office equipment (Multi-Function Printers) at customer locations, usually within a specific geographic area. May be viewed as specialist on certain products.
Responsibilities:
- Specializes in the servicing and repair of a core set of complex low volume multi-functional devices and may be required to service and repair mid-volume devices based on regional business needs;
- Performs a full range of servicing and repair service procedures including diagnostics, installation, removal and retrofits on a core set of complex low volume multi-functional devices.
- Manages territory, inventory and customer relationships;
- Achieves expected productivity levels associated with assigned workload and level of experience;
- Completes technical training on new equipment as assigned;
- Other duties as assigned by manager.
- Maintains and manages own parts inventory with a high degree of accuracy.
- Adheres to territory back-up plans.
- Completes all required administrative tasks in an accurate and timely manner.
- Interacts with external customers for the purpose of determining service needs on equipment and ensuring overall high level of customer satisfaction with the service performed.
- Maintains productive, professional relationship with all customer and company personnel.
- Performs troubleshooting and repairs or replaces equipment components as necessary on B&W, color and multifunctional devices.
- Completes technical training on new equipment as assigned.
Qualifications:
- Post-Secondary Education in the area of technical specialization
- 3 years related experience including a minimum of 2 years as an Associate Service Technician
Knowledge, Skills and Abilities:
- Requires an excellent working knowledge of electro-mechanical devices and electronics
- Strong interpersonal and verbal communications skills
- Requires "solid" knowledge of assigned equipment
- Skilled methodical approach to resolving problems
- Excellent customer service skills including ability to follow up to ensure closure of issues
- Skilled ability to read and comprehend written technical information in the form of technical manuals, parts books and relevant publications
- 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
- Continuously upgrading knowledge of Ricoh products
Other Requirements:
- Requires a valid driver's license and as applicable, a minimum level of auto insurance coverage per RICOH policy for positions utilizing personal vehicles while for company business.
- Extensive daily travel in an automobile between customer locations is usually required. Assignment of a "walking territory" within a limited urban area would require extensive travel by foot.
- Shift work, overtime, stand-by and/or on-call may be required.
- Physical effort is required to move objects on wheels that may weigh up to 400 pounds and be able to lift and carry objects that weigh up to 50 pounds. Requires frequent walking, standing, bending, reaching and lifting when installing equipment, i.e. computers, controllers, color laser copiers, projectors, etc. Frequent stooping, bending, squatting and kneeling are required to service equipment at floor level.
- Tool cases and assorted service related tools weighing in the range of 25 to 50 pounds must be carried to a variety of machine locations.
- A high level of dexterity is required in the regular use of a variety of hand tools. These tools will include, but are not limited to, screwdrivers, pliers, wrenches and some electronic testing equipment. There is an emphasis on fine-motor skills for work on small electronic and mechanical components.
About Ricoh
For more than 50 years, the PFU group of companies ("PFU") has been developing technologies to accelerate digital transformation for organizations around the world—including our state-of-the-art fi Series and ScanSnap document scanners.
PFU Limited was founded in 1960, and our joint-venture roots weave back to 1973 when we joined PANAFACOM, a consortium of companies including Fujitsu and Panasonic that developed the first minicomputers. Years later, in 1987, USAC Denshi and PANAFACOM merged to establish PFU Limited (PANAFACOM, USAC). In 1983, PFU Limited launched its first document scanner.
PFU has been committed to manufacturing and supporting digital transformation-focused products for our customers and partners for decades. From introducing the first flatbed scanner to building the best-selling fi-7160, our innovative spirit and solution-forward technologies have helped us achieve and maintain our top spot as a leader in document scanners.
In 2022, we joined the Ricoh Group of companies and changed our name from Fujitsu Document Scanners to Ricoh Document Scanners. Besides the change in branding, our customers and partners can expect the same level of excellence, quality, and reliability. The R&D, manufacturing, sales, marketing, and services that our customers and partners know and trust will stay exactly the same.
We are dedicated to bringing best-in-class consumer and enterprise document scanners to organizations everywhere, helping them move forward in a more connected, sustainable world.
Field Service Technician / Senior Field Representative, Technology Service
About the role
Service Technician / Senior Field Representative, Technology Services - Downtown Toronto Territory
The Service Technician services and repairs a variety of office equipment (Multi-Function Printers) at customer locations, usually within a specific geographic area. May be viewed as specialist on certain products.
Responsibilities:
- Specializes in the servicing and repair of a core set of complex low volume multi-functional devices and may be required to service and repair mid-volume devices based on regional business needs;
- Performs a full range of servicing and repair service procedures including diagnostics, installation, removal and retrofits on a core set of complex low volume multi-functional devices.
- Manages territory, inventory and customer relationships;
- Achieves expected productivity levels associated with assigned workload and level of experience;
- Completes technical training on new equipment as assigned;
- Other duties as assigned by manager.
- Maintains and manages own parts inventory with a high degree of accuracy.
- Adheres to territory back-up plans.
- Completes all required administrative tasks in an accurate and timely manner.
- Interacts with external customers for the purpose of determining service needs on equipment and ensuring overall high level of customer satisfaction with the service performed.
- Maintains productive, professional relationship with all customer and company personnel.
- Performs troubleshooting and repairs or replaces equipment components as necessary on B&W, color and multifunctional devices.
- Completes technical training on new equipment as assigned.
Qualifications:
- Post-Secondary Education in the area of technical specialization
- 3 years related experience including a minimum of 2 years as an Associate Service Technician
Knowledge, Skills and Abilities:
- Requires an excellent working knowledge of electro-mechanical devices and electronics
- Strong interpersonal and verbal communications skills
- Requires "solid" knowledge of assigned equipment
- Skilled methodical approach to resolving problems
- Excellent customer service skills including ability to follow up to ensure closure of issues
- Skilled ability to read and comprehend written technical information in the form of technical manuals, parts books and relevant publications
- 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
- Continuously upgrading knowledge of Ricoh products
Other Requirements:
- Requires a valid driver's license and as applicable, a minimum level of auto insurance coverage per RICOH policy for positions utilizing personal vehicles while for company business.
- Extensive daily travel in an automobile between customer locations is usually required. Assignment of a "walking territory" within a limited urban area would require extensive travel by foot.
- Shift work, overtime, stand-by and/or on-call may be required.
- Physical effort is required to move objects on wheels that may weigh up to 400 pounds and be able to lift and carry objects that weigh up to 50 pounds. Requires frequent walking, standing, bending, reaching and lifting when installing equipment, i.e. computers, controllers, color laser copiers, projectors, etc. Frequent stooping, bending, squatting and kneeling are required to service equipment at floor level.
- Tool cases and assorted service related tools weighing in the range of 25 to 50 pounds must be carried to a variety of machine locations.
- A high level of dexterity is required in the regular use of a variety of hand tools. These tools will include, but are not limited to, screwdrivers, pliers, wrenches and some electronic testing equipment. There is an emphasis on fine-motor skills for work on small electronic and mechanical components.
About Ricoh
For more than 50 years, the PFU group of companies ("PFU") has been developing technologies to accelerate digital transformation for organizations around the world—including our state-of-the-art fi Series and ScanSnap document scanners.
PFU Limited was founded in 1960, and our joint-venture roots weave back to 1973 when we joined PANAFACOM, a consortium of companies including Fujitsu and Panasonic that developed the first minicomputers. Years later, in 1987, USAC Denshi and PANAFACOM merged to establish PFU Limited (PANAFACOM, USAC). In 1983, PFU Limited launched its first document scanner.
PFU has been committed to manufacturing and supporting digital transformation-focused products for our customers and partners for decades. From introducing the first flatbed scanner to building the best-selling fi-7160, our innovative spirit and solution-forward technologies have helped us achieve and maintain our top spot as a leader in document scanners.
In 2022, we joined the Ricoh Group of companies and changed our name from Fujitsu Document Scanners to Ricoh Document Scanners. Besides the change in branding, our customers and partners can expect the same level of excellence, quality, and reliability. The R&D, manufacturing, sales, marketing, and services that our customers and partners know and trust will stay exactly the same.
We are dedicated to bringing best-in-class consumer and enterprise document scanners to organizations everywhere, helping them move forward in a more connected, sustainable world.