Field Service Technician II: Customer-Focused Tech Engineer

Ricoh; City of Brisbane; On-site; AUD 55,000 - 75,000; Full time

Job summary

Ricoh, a world-leading provider of workplace technology, is seeking a Field Service Technician in Australia to perform field service calls, diagnose faults, and advise customers on service options to meet satisfaction and KPI targets.

You will collaborate with field staff to deploy national service strategies on time and within budget, maintain spare parts records, and keep up-to-date knowledge of Ricoh products through PDP training.

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 seeking a Field Service Technician in Australia to perform field service calls, diagnose faults, and advise customers on service options to meet satisfaction and KPI targets.

You will collaborate with field staff to deploy national service strategies on time and within budget, maintain spare parts records, and keep up-to-date knowledge of Ricoh products through PDP training.