Remote Support for Multi-Function Device Maintenance with Smart Glasses
Case Study | Field Service & Digital Transformation
Overview
As manufacturing and service organizations face growing labor shortages and an aging workforce, passing on technical expertise from veteran engineers to newer employees has become increasingly difficult.
Ricoh Japan, responsible for the sales and maintenance of Ricoh’s multi-function printers and related equipment, addressed this challenge by deploying Vuzix M400 smart glasses as part of its maintenance department’s digital transformation initiative.
The goal was to preserve institutional knowledge, improve service quality, and enable less-experienced customer engineers (CEs) to resolve complex issues faster—without requiring veterans to travel on-site.
The Challenge
Ricoh Japan operates at significant scale:
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4,600 customer engineers
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431 service offices nationwide
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Thousands of customer visits per day
Like many service organizations, Ricoh Japan faced several challenges:
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Difficulty hiring and onboarding new engineers
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Aging veteran workforce with deep, hard-to-replace expertise
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Inconsistent service quality across regions
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Rising pressure to resolve issues faster
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COVID-era constraints on travel and on-site staffing
While remote support had already been explored using digital tools, traditional solutions still required handheld devices and limited hands-free collaboration.
The Solution: Vuzix M400 Smart Glasses
Beginning in May 2021, Ricoh Japan deployed Vuzix M400 smart glasses to enable real-time, hands-free remote support during customer maintenance visits.
How It Works
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A customer engineer wears Vuzix M400 smart glasses on site
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If an issue is routine, the engineer resolves it independently
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For complex or unfamiliar problems, the engineer connects to a remote expert at the service office
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Using the built-in camera and microphone, the remote veteran sees exactly what the on-site engineer sees
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The expert provides live guidance via audio and video
As Ricoh Japan’s Suzuno—himself a former CE—explains:
“It’s just like they’re standing right behind me, telling me how to handle it. With smart glasses, both your hands are free.”
Why Smart Glasses (Not Smartphones)
While smartphones could theoretically provide similar connectivity, Ricoh Japan found smart glasses far superior for field maintenance because they:
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Keep both hands free during repairs
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Provide a stable, first-person view
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Reduce distraction during complex tasks
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Improve safety and efficiency
Bluetooth earphones also ensure guidance from remote experts is not audible to customers, preserving professionalism on site.
Knowledge Transfer & Training Benefits
The system allows veteran engineers to:
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Share decades of experience remotely
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Support multiple field engineers without traveling
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Train younger engineers while solving real customer issues
Less-experienced engineers benefit from:
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Faster problem resolution
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Real-time coaching in live environments
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Accelerated skills development
This approach simultaneously improves service quality and shortens training timelines.
Security & Customer Privacy
Ricoh Japan implemented strict security and privacy guidelines for on-site use:
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Customer permission is required before activating camera or microphone
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Clear policies govern how video and audio are used
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Smart glasses are highly visible, eliminating concerns about hidden recording
According to Ricoh Japan, customers have responded positively:
“Many customers appreciate that we’re using advanced tools, and that contributes to a better corporate image.”
Measurable Results
The deployment has already delivered tangible operational improvements:
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On-site service times reduced by hours in some cases
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Faster resolution of complex issues
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Fewer required on-site visits by veteran engineers
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Reduced personnel movement—critical during COVID-19
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Improved consistency and quality of service nationwide
Ricoh Japan plans to continue expanding the program, with the long-term goal of equipping every young customer engineer with smart glasses.
Supporting Sustainability Goals
Ricoh Japan also views the initiative through the lens of Sustainable Development Goals (SDGs):
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Quality Education (SDG 4): Training and upskilling junior engineers
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Decent Work & Economic Growth (SDG 8): Enabling experienced engineers to work remotely
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Industry, Innovation & Infrastructure (SDG 9): Modernizing maintenance operations
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Reduced Inequalities (SDG 10): Equalizing support quality across regions
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Climate Action (SDG 13): Fewer service trips, lower CO₂ emissions
Business Impact
By adopting Vuzix smart glasses, Ricoh Japan has:
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Preserved critical technical knowledge
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Improved service speed and quality
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Reduced travel and operational costs
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Enhanced customer confidence and brand image
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Advanced its digital maintenance strategy
As Director Shimmyozu notes, this initiative is a cornerstone of Ricoh Japan’s broader digital transformation.
Conclusion
Ricoh Japan’s use of Vuzix M400 smart glasses demonstrates how remote support technology can modernize field service operations at scale. By combining hands-free collaboration with real-time expert guidance, Ricoh has improved service quality, accelerated training, and built a more resilient maintenance organization.
This is a practical example of how smart glasses are moving beyond experimentation—and becoming essential tools for modern service operations.