Technician

Ricoh; City of Brisbane; On-site; AUD 60,000 - 75,000; Full time

Benefits offered by this job

Purchased Leave Scheme

Job summary

Ricoh is seeking a Field Service Technician to perform service calls, diagnose faults, and maintain strong customer relationships. You will collaborate with field staff to implement national service strategies and ensure on-time delivery within budget.

The role emphasizes knowledge sharing, accurate parts accounting, and adherence to escalation procedures, with a focus on exceptional customer experiences across Ricoh products and solutions.

Qualifications

• Experience in field service roles or customer-facing service.
• Ability to discuss faults and solutions with customers clearly.
• Comfort with knowledge sharing and team collaboration.
• Attention to spare parts and consumables accounting.

Responsibilities

• Perform field service calls to achieve customer satisfaction and KPI targets.
• Discuss problems and machine faults with customers in a professional manner.
• Participate in knowledge sharing of faults and fixes with the team.
• Maintain strong customer relationships to ensure retention and satisfaction.
• Accurately account for spare parts and consumables used.
• Maintain up-to-date product knowledge through PDP materials.
• Collaborate with field staff to execute service strategies on time and budget.
• Follow fault escalation procedures with field specialists and supervisors.

Skills

Field service

Customer service

Diagnostics

Team collaboration

Job description

As a world-leading provider of workplace technology, Ricoh is all about improving work life by providing better user experiences, optimised workflows, anytime anywhere collaboration, and digitalinfrastructuresolutions.

At Ricoh, we harness the infinite potential of the collective imagination as our daily pursuit. Embracing a culture of openness, we welcome all ideas. Our purpose is to shape the future of work and the sustainability of our world and use its infinite potential to truly imagine change.

Is this the role for you?

Key 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

To be successful in this role:

What we give back to you?

At Ricoh, we take pride in giving back for your contribution to our success. We offer a range of benefits including:

• Purchased Leave Scheme