Technician

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

Who Are we?

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:

• Paid Parental Leave
• Purchased Leave Scheme
• Participationin our RedErecognition program
• Free income protection cover
• Wellness program
• Novated leasing

Employment Type

Permanent