Field Service Engineer (Cleveland, OH)

Welcome to PFU America, Inc. (PAI), a Ricoh company. We are an established leader in the Document Imaging industry, delivering innovative scanning solutions and services that enable our customers to solve critical business productivity and streamline operations.

We are also the proud creators of Happy Hacking Keyboard (HHKB), which strives to be the best performing, highest quality and most satisfying line of keyboards on the planet. Born from the vision of a perfect computer keyboard, HHKB has become the go-to digital companion for programmers, gamers, hackers and high-performance keyboard enthusiasts over the past 25 years.

While our headquarters is based in the heart of Silicon Valley in Santa Clara, CA, our teams do great work from just about anywhere. We offer excellent benefits and an inclusive culture that rewards hard work and teamwork, encourages intellectual growth and celebrates diversity.

Learn more about PAI and our products here: https://www.pfu-us.ricoh.com/about-us

We are seeking a Field Service Engineer in Cleveland, OH who will be responsible for providing efficient customer support and repair of the company’s products according to its warranty, contract, and time and material services along with preventative maintenance and installation.

• →Perform repair, ScanCare preventative maintenance, user training for scanners, and installation of drivers and software while meeting Service Level Achievement requirements
• →Travel constantly to assigned clients within the primary territory; this position does require travel to other territories when primary territories are low in call volume
• →Be fully trained on the repair and service of all RICOH products for which on-site service is provided
• →Physical requirement to support all variations of weight up to 50 pounds individually lifting, pulling, and pushing as needed. Required to stand for long periods of time, crawling, squatting, and constant movement.
• →Maintain 100% utilization each work week as measured by the Weekly Service Level Achievement Report published by Dispatch
• →Communicate in an effective and professional manner with customers, colleagues, and management at all times
• →Ensure all calls are completed within the SLA period prior to contract expiration
• →Take full responsibility for all parts shipped to your customers and ensure they are returned in a timely manner
• →Manage daily call log and provide accurate data input and closure of all service calls using ServiceNow at the time calls are completed to ensure accurate parts replenishment and customer billing
• →Provide accurate closing notes and closing debriefs for customers
• →Manage trunk kit inventory
• →Maintain all company assets (i.e.; company vehicle, tools, documentation, laptop computer, cell phone, etc.) in your possession
• →Ability to work and handle customer situations with assistance from field service management, as required
• →Collaborate with management and participate timely in resolving any SLA reporting or utilization anomalies
• →Complete and submit expense reports in a timely manner
• →Know and comply with all company policies
• →Complete and pass all technical training assigned
• →Should be willing to work overtime, as required

• Associate degree in Electronics or equivalent experience
• Two to three years of experience as an electronics technician with the ability to read and understand technical service manuals

• Knowledge of circuit function and an understanding of microprocessor-controlled electromechanical devices such as laser printers, xerographic copiers, or automated paper-handling devices
• Must be proficient in the knowledge and use of Microsoft Windows Operating Systems
• MS Office Suite proficiency is a plus
• CompTIA A+ certified preferred