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Field Support Representative 2.Managed Services

LanceSoft Inc Southfield, MI
  • Expired: 17 days ago. Applications are no longer accepted.
Please contact on 703-889-6873 (Utkarsh), or email at for more details, if you are interested in below position. Thanks!

Job Title: Field Support Representative 2

Location: Southfield, MI 48075

Duration: 0 – 2 Months (Temp to Engage Contract)

Hours: 08:00 AM – 5:00 PM (Mon – Fri)


  • Copy Center Mail Reception Fleet Maintenance Front Facing Customer Service Adaptable


  • Under the direction of the Enterprise Support Manager (ESM) or Area Operations Manager (AOM) this key position supports daily operations, implementations, expansions, promotions and administration of Enterprise/Area Accounts within an assigned territory.
  • The FSR is responsible for a broad knowledge of Ricoh operational services and complete knowledge of account service delivery requirements.
  • Delivers operational excellence as a fill-in for onsite personnel absences, training and vacations throughout assigned territory locations.
  • Assists with the development of Site Procedure Guides and ensures compliance with all aspects of RICOH Service Excellence.
  • An integral member of the service team by supporting the daily operations of one or more MS locations for all contracted service.
  • Assists with new MS site implementation.
  • Utilizes TRAC for tracking onsite services
  • Understand site requirements and performing associated duties
  • Knowledgeable of all area services within assigned accounts
  • Performs daily visual inspection of site services and Ricoh and customer compliancy to safety.
  • Routinely spend time overseeing the service delivery quality and answering the questions of on-site staff
  • Optimizes services and personnel resources in a wider area beyond the site level in order to meet deadlines.
  • Fills in for absences or vacations of the onsite resources, may include site supervisor.
  • Coordinates all aspects of services, which entails traveling to and from various accounts.
  • Answer questions for the other staff during completion of in-house and off-site services.
  • Creates and maintains a customer-focused environment.
  • Is responsible for customer satisfaction by engaging end-user feedback.
  • Is responsible for raising customer issue to ESM/AOM, Supports the resolution to completion.
  • Validate Site Procedures guide documentation, escalating gaps to SM/ESM/AOM
  • Routinely identifies and documents process improvement suggestions and communicates them to management.
  • Assists in the training of new and existing employees.
  • Focus daily time to overseeing employee work and answering questions.
  • Ensures field compliance with RICOH Service Excellence performance requirements.
  • Proactively manage service requests for hardware and software solutions in the service center.
  • Arrange for service calls and follow through on escalations
  • Effectively escalate technical issues as defined in site procedures guide
  • May order operational supplies for support of contracted services per procedures guide
  • Collects data for the completion of the Monthly Management Report as directed
  • Proficient in implementation, documentation of site procedures, and sufficient quantity to support operations now and in the future
  • Other duties as assigned

LanceSoft Inc


Southfield, MI
48075 USA