Ricoh Maintenance Services
Get the most from your Ricoh products with our Maintenance Services, which include best practices, trained and certified technicians, as well as industry-leading response times.
Protect your investments and maximize uptime
Count on our experienced, certified team
Support can be complicated because every company operates differently and no device is an island. But speed and accuracy are vital. We get it. Here's why you want our technicians on the job:
. Ricoh technicians are one of the best in the business and their training is based on putting you first. Our technicians follow Ricoh’s Field Activated Customer Experience (FACE) Charter which requires them to take ownership and responsibility of the issues faced by your business.
Commitment to exceptional customer service
. Our Service Excellence program awards top-performing techs based on metrics such as response time, ability to solve customer issues, and how well they have exemplified Ricoh’s face value.
Rigorous training and certification on devices, security and networks
. All technicians hold a variety of certifications, including A+, Network+ and Security+ certifications, depending on their job title and skill set. Some also hold additional certifications like CASP and MCSE/CCNA. And we comply with industry standards like CompTIA.
. From service requests to problem resolution, we follow clearly defined processes. You get consistent service delivery ― with no surprises.
. We're all in when it comes to solving tough issues. Our field technicians are backed up by our product developers, who can reach out to our experts in Japan if needed. For Ricoh Production Print, our escalation process includes top management in North America and is backed by our product experts.
Vast knowledge base
. Our technicians share information and insights so they can get your business up and running as quickly as possible.
Take maintenance off your "worry list"
You can focus on your business because we focus on our products ― all of them, from projectors and whiteboards to multifunction, wide format and production printers. No matter the product you purchase or the terms of your contract, you can rest assured your investment with Ricoh will be protected.
Arrange additional value support for your production equipment
While our response times are fast, you might prefer a faster option when it comes to preventive maintenance. After your operators complete our trained customer replacement units (TCRU) program, they can remove and replace certain parts in minutes instead of waiting for a technician to arrive. You can choose the best time to schedule your PM downtime and use parts that are stocked in an onsite kit. TCRU programs are available for certain color and black-and-white cutsheet production printers.
Think outside the box if you like
What's important to you is important to us, and that means keeping downtime down and uptime up. If our standard programs and services aren't quite right for you, let us know. We believe customer service is about you and what you need. We're happy to discuss custom maintenance and support services, such as after-hours / weekend support or other custom service-level agreements (SLAs).