Technician - Level 2

Ricoh; North Sydney Council; On-site; AUD 70,000 - 90,000; Full time

Job summary

Ricoh in Australia is seeking a field service technician to service Ricoh devices nationwide, with the goal of improving customer satisfaction and upholding national service KPIs. You will interact with customers to diagnose faults, explain repair options, and ensure adherence to service-level objectives.

You will maintain current product knowledge through PDP, collaborate with field staff to execute service strategies on time and within budget, and strictly follow escalation procedures for any

Responsibilities

• Perform field service calls to meet customer satisfaction and nationally set service KPI’s.
• Discuss problems and machine faults with customers professionally and advise on service calls.
• Participate in knowledge sharing of faults and fixes with the team.
• Improve and maintain customer relationships to ensure retention and satisfaction.
• Accurately account for spare parts and consumables used.
• Maintain advanced knowledge of Ricoh products through PDP.
• Work with field staff to deploy national service strategies on time and within budget.
• Comply with fault escalation procedures and notify relevant personnel of customer problems.

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