Field Service Technician

Ricoh; City of Brisbane; On-site; AUD 65,000 - 90,000; Full time

Job summary

Ricoh Australia is seeking a Field Service Technician to provide on-site support for customers across the region. You will perform field service calls to meet customer satisfaction and national service KPIs, and you will communicate clearly about faults and fixes.

You will collaborate with field staff to deploy service strategies, manage spare parts, and maintain up-to-date knowledge of Ricoh products, ensuring professional, courteous service and timely issue resolution.

Responsibilities

• Perform field service calls to meet customer satisfaction and national service KPIs.
• Discuss problems and machine faults with customers professionally and courteously, advising on service.
• Participate in knowledge sharing of faults and fixes during service meetings.
• Improve and maintain customer relationships to ensure retention by owning and resolving problems.
• Accurately account for spare parts and consumables used in service objectives.
• Maintain an advanced level of knowledge on Ricoh products and PDP.
• Work with field staff to deploy national service strategies on time and within budget.
• Comply with fault escalation procedures including notifying the field Technical Specialist and Field Supervisor of any potential customer problems.

Job description

As a world-leading provider of workplace technology, Ricoh is all about improving work life by providing better user experiences, optimised workflows, anytime anywhere collaboration, and digitalinfrastructuresolutions.

At Ricoh, we harness the infinite potential of the collective imagination as our daily pursuit. Embracing a culture of openness, we welcome all ideas. Our purpose is to shape the future of work and the sustainability of our world and use its infinite potential to truly imagine change.

Is this the role for you?

Key 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

Please note: This role requires full working rights in Australia and does not offer sponsorship. We are looking to fill this position as soon as possible.