Field Service Tech II - Customer-Focused IT Solutions

Ricoh; Sydney; On-site; AUD 60,000 - 85,000; Full time

Benefits offered by this job

Paid Parental Leave

Purchased Leave Scheme

Participation in our RedE recognition 

Free income protection cover

Wellness program

Novated leasing

Job summary

Ricoh Australia is seeking a dedicated Field Service Technician to join our Sydney team. You will perform on-site service calls to resolve faults, maintain strong customer relationships and achieve national service KPIs, while keeping accurate records of spare parts and consumables used.

You'll stay up-to-date on Ricoh products through PDP training and collaborate with field staff to implement service strategies on time and within budget, while following escalation procedures to drive customer

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 Australia is seeking a dedicated Field Service Technician to join our Sydney team. You will perform on-site service calls to resolve faults, maintain strong customer relationships and achieve national service KPIs, while keeping accurate records of spare parts and consumables used.

You'll stay up-to-date on Ricoh products through PDP training and collaborate with field staff to implement service strategies on time and within budget, while following escalation procedures to drive customer