Field Service Technician - Customer-Focused Tech Pro

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

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.