Multi-functional Printer Field Service Engineer
About the role
iNREACH Group is seeking an experienced and customer-focused Printer Field Service Engineer to join our growing technical team. The successful candidate will be responsible for the installation, maintenance, repair and support of multifunction printers (MFPs), copiers, and print management solutions across our customer base.
You will work directly with customers at their premises, ensuring devices operate reliably and to manufacturer specifications. The role requires excellent fault-finding skills, strong customer service abilities, and experience working with leading manufacturers including Ricoh, Canon and Epson.
A full UK driving licence is essential as regular travel to customer sites is required.
Key responsibilities
Service & Maintenance
- Diagnose and repair faults on multifunction devices, photocopiers, printers and associated print infrastructure.
- Perform preventative maintenance visits in accordance with manufacturer recommendations.
- Install, configure and commission new print devices at customer sites.
- Replace parts, consumables and assemblies as required.
- Carry out firmware upgrades and device updates.
Technical Support
- Troubleshoot print quality, scanning, network connectivity and device configuration issues.
- Configure devices for network printing, scanning to email, scan to folder and cloud-based document solutions.
- Assist customers with print management solutions such as PaperCut, uniFLOW or equivalent platforms.
- Support integration with Microsoft 365 environments where required.
Customer Service
- Build strong professional relationships with customers.
- Ensure service calls are completed within agreed SLA targets.
- Communicate clearly with customers regarding faults, repairs and recommendations.
- Provide user guidance and basic training where necessary.
Documentation
- Complete service reports accurately and in a timely manner.
- Record all work carried out through the service management system.
- Maintain accurate records of parts usage and stock requirements.
- Escalate recurring technical issues and product concerns where appropriate.
Health & Safety
- Adhere to company health and safety procedures.
- Maintain company vehicle, tools and testing equipment in a safe condition.
- Ensure all onsite work is carried out professionally and safely.
Essential experience & skills
Ricoh
- Minimum 2 years' experience servicing and supporting Ricoh multifunction devices.
- Strong understanding of Ricoh hardware architecture and diagnostic procedures.
- Experience with:
- IM Series devices
- MP Series devices
- Smart Operation Panel configurations
- Ricoh Device Manager and web management tools
- Ability to perform firmware upgrades and advanced fault diagnosis.
Canon
- Minimum 2 years' experience servicing Canon multifunction printers and photocopiers.
- Experience supporting:
- imageRUNNER ADVANCE range
- imagePRESS range (desirable)
- Canon print and scan configurations
- Ability to diagnose mechanical, electrical and image quality issues.
- Experience configuring network scanning and printing environments.
Epson
- Experience supporting Epson business inkjet and large-format devices.
- Familiarity with:
- WorkForce Enterprise range
- WorkForce Pro range
- Epson remote management tools
- Experience resolving ink system, printhead and print quality issues.
- Knowledge of Epson scanning and cloud connectivity solutions.
Essential Skills & Qualifications
- Previous experience as a field service engineer within the managed print industry.
- Strong mechanical and electrical fault-finding skills.
- Understanding of TCP/IP networking and basic IT troubleshooting.
- Experience configuring network printers and MFPs.
- Excellent communication and customer service skills.
- Ability to work independently and manage workload effectively.
- Full UK Driving Licence.
- Good organisational and reporting skills.
- PaperCut MF installation and support.
- uniFLOW installation and support.
- Manufacturer accreditations from Ricoh, Canon or Epson.
Personal Attributes
- Professional and customer-focused.
- Strong problem-solving ability.
- Positive and proactive attitude.
- Well organised and able to prioritise workload.
- Team player willing to assist colleagues across print, IT and communications services.
- Committed to delivering exceptional customer service.
What InReach Group Offers
- Company vehicle.
- Mobile phone and laptop.
- Manufacturer training and certification opportunities.
- Career progression within a growing technical services department.
- Exposure to print, IT, cloud and communications technologies.
- Supportive team environment with ongoing professional development.
Job Type: Full-time, Permanent
Hours: Monday to Friday, 08:30 to 17:30
Location: Field Based across customer sites with attendance at iNREACH Group offices as required.
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