Field Service Technician: Elevate Customer Experience

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

Benefits offered by this job

Paid Parental Leave

Purchased Leave Scheme

Participation in our RedE recognitionプ

Free income protection cover

Wellness program

Novated leasing

Employment Type Permanent

Job summary

Ricoh Australia Pty Ltd. is a global technology company focused on improving work life through innovative workplace solutions.

We are seeking a field service professional to perform on-site service calls, diagnose faults, and guide customers with professional advice to ensure high levels of satisfaction and service KPI achievement. You will collaborate with field staff to implement national service strategies, maintain up-to-date knowledge of Ricoh products, and manage spare parts usage while

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 Australia Pty Ltd. is a global technology company focused on improving work life through innovative workplace solutions.

We are seeking a field service professional to perform on-site service calls, diagnose faults, and guide customers with professional advice to ensure high levels of satisfaction and service KPI achievement. You will collaborate with field staff to implement national service strategies, maintain up-to-date knowledge of Ricoh products, and manage spare parts usage while