Field Service Tech: Elevate Customer Experience & KPIs

Ricoh; Sydney; On-site; AUD 65,000 - 75,000; Full time

Benefits offered by this job

Purchased Leave Scheme

Job summary

Ricoh is seeking a field service professional in Australia to perform field service calls, resolve faults, and maintain high customer satisfaction. You will discuss issues with customers, manage spare parts, and contribute to national service strategies.

You will stay updated on Ricoh products through PDP and collaborate with field staff to deliver timely, budget-conscious service while upholding escalation procedures.

Responsibilities

• Perform field service calls that achieve the service objectives of customer satisfaction and nationally set service KPI’s.
• Discuss all problems and machine faults with customers in a professional and courteous manner, advising the customer on all aspects of the service call.
• Participate in knowledge sharing of faults and fixes with all team members during regular service meetings
• Improving and maintaining customer relationships to ensure customer retention and satisfaction through ownership of problems and resolving them.
• Accurately account for all spare parts and consumables used in the achievement of service objectives.
• Maintain an advanced level of knowledge on Ricoh products and solutions through PDP
• Work with all field staff to deploy national service strategies on time and within budget
• Comply with all fault escalation procedures including notifying the field Technical Specialist and Field Supervisor of any potential customer problems

Job description

Ricoh is seeking a field service professional in Australia to perform field service calls, resolve faults, and maintain high customer satisfaction. You will discuss issues with customers, manage spare parts, and contribute to national service strategies.

You will stay updated on Ricoh products through PDP and collaborate with field staff to deliver timely, budget-conscious service while upholding escalation procedures.