Field Service Technician - Customer-Centric Office Tech

Ricoh; Sydney; On-site; AUD 70,000 - 90,000; Full time

Benefits offered by this job

Purchased Leave Scheme

Job summary

Ricoh, a world-leading provider of workplace technology, is committed to improving work life through better user experiences, optimised workflows, anytime anywhere collaboration, and digital infrastructure solutions. This role focuses on delivering field service that drives customer satisfaction and aligns with national service KPIs.

As a service professional, you will build strong customer relationships, share fault resolutions across the team, and maintain an up-to-date technical knowledge of

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, a world-leading provider of workplace technology, is committed to improving work life through better user experiences, optimised workflows, anytime anywhere collaboration, and digital infrastructure solutions. This role focuses on delivering field service that drives customer satisfaction and aligns with national service KPIs.

As a service professional, you will build strong customer relationships, share fault resolutions across the team, and maintain an up-to-date technical knowledge of