Field Service Technician — Elevate Client Experiences

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

Job summary

Ricoh Australia Pty Ltd is seeking a Permanent Field Service professional to perform on-site service calls, diagnose faults, and ensure customer satisfaction across national accounts. You will maintain Ricoh product knowledge and coordinate with field teams to execute service strategies on time and within budget.

In this role you will build strong customer relationships, document spare parts usage, and adhere to escalation procedures while delivering high-quality service under KPIs.

Qualifications

• Perform field service calls to meet service KPIs.
• Discuss problems and faults professionally with customers.
• Share knowledge on faults and fixes in team meetings.
• Maintain customer relationships to ensure retention and satisfaction.
• Accurately account for spare parts and consumables used.
• Maintain an advanced knowledge of Ricoh products through PDP.
• Work with field staff to deploy national service strategies.
• Follow fault escalation procedures with supervisors.

Responsibilities

• Perform field service calls that achieve service objectives and customer satisfaction.
• Discuss machine faults with customers in a professional and courteous manner.
• Participate in knowledge sharing of faults and fixes with team members.
• Improve and maintain customer relationships to ensure retention and satisfaction.
• Accurately account for spare parts and consumables used in service objectives.
• Maintain 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 relevant personnel.

Job description

Ricoh Australia Pty Ltd is seeking a Permanent Field Service professional to perform on-site service calls, diagnose faults, and ensure customer satisfaction across national accounts. You will maintain Ricoh product knowledge and coordinate with field teams to execute service strategies on time and within budget.

In this role you will build strong customer relationships, document spare parts usage, and adhere to escalation procedures while delivering high-quality service under KPIs.