Field Service Technician II – Customer‑Focused Tech

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

Benefits offered by this job

Paid Parental Leave

Purchased Leave Scheme

Participation in our RedE recognition,

Free income protection cover

Wellness program

Novated leasing

Job summary

Ricoh Australia is seeking a Field Service Technician to perform on-site maintenance and repairs for our workplace technology solutions in Sydney. You will diagnose faults, complete service calls, and ensure customer satisfaction while meeting KPI targets.

You will collaborate with national service teams, maintain advanced product knowledge through PDP, and accurately manage spare parts and consumables.

Qualifications

• Previous field service experience or technical support role is preferred.
• Strong communication and customer service skills.
• Ability to troubleshoot and diagnose equipment faults quickly.

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
• Improve and maintain 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 is seeking a Field Service Technician to perform on-site maintenance and repairs for our workplace technology solutions in Sydney. You will diagnose faults, complete service calls, and ensure customer satisfaction while meeting KPI targets.

You will collaborate with national service teams, maintain advanced product knowledge through PDP, and accurately manage spare parts and consumables.