Pros
With the retail sector phasing out end-of-line EPOS systems, field service roles—once core to operations—are diminishing. Ricoh, while striving to adapt to a shifting market, is also undergoing internal transformation. Unfortunately, its new strategy focused on locker-based services appears to be inadvertently accelerating the departure of experienced technicians. These workers, many of whom have years of field service knowledge, are seeking more stable or rewarding opportunities elsewhere.
Cons
As a result, Ricoh is increasingly reliant on newly onboarded personnel who often lack the deep expertise of their predecessors. The high turnover rate among these new hires—many lasting only a few months—raises concerns about sustainability, customer service quality, and long-term strategic alignment.