Field Service Technician

Ricoh; Ryde; On-site; AUD 55,000 - 75,000; Full time

Job summary

Ricoh is seeking a field service technician in New South Wales, Australia to perform service calls, diagnose faults, and maintain strong customer relations. The role will involve collaborating with field staff to deploy national service strategies on time and within budget, while ensuring parts usage aligns with service objectives.

Applicants must have full working rights in Australia; Ricoh does not offer sponsorship.

Responsibilities

• Perform field service calls to achieve customer satisfaction and national service KPI objectives.
• Discuss problems and machine faults with customers professionally, advising on service details.
• Participate in knowledge sharing of faults and fixes during regular service meetings.
• Improve and maintain customer relationships to ensure retention and satisfaction by owning problems and resolving them.
• Accurately account for spare parts and consumables used to achieve service objectives.
• Maintain an advanced level of knowledge on Ricoh products and solutions through PDP.
• Collaborate 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 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.