Technician - Level 2

Ricoh; Ryde; On-site; AUD 65,000 - 90,000; 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 in Australia is seeking a dedicated field service professional to deliver on-site technical support and customer care. You will diagnose and repair Ricoh equipment, discuss issues directly with customers, and collaborate with the service team to share knowledge and improve processes.

Permanent role with opportunities to advance, benefits include parental leave, wellness programs, and novated leasing. Join Ricoh to help shape reliable experiences for customers across the country.

Qualifications

• Proven experience in field service or on-site technical support.
• Strong communication and customer relation skills.
• Ability to diagnose and repair equipment faults efficiently.

Responsibilities

• Perform field service calls to meet customer satisfaction and KPIs.
• Discuss problems and machine faults with customers professionally.
• Share faults and fixes during service meetings with the team.
• Build and maintain customer relationships to ensure retention.
• Account for spare parts and consumables used during service.
• Maintain knowledge of Ricoh products and PDP solutions.
• Coordinate with field staff to deliver service strategies on time and budget.
• Follow fault escalation procedures with the Technical Specialist and Field Supervisor.

Skills

Customer service

Field service

Troubleshooting

Communication

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 digital infrastructure solutions.

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 KPIs.
• 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

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 digital infrastructure solutions.

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 KPIs.
• 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

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
• Participation in our RedE recognition program
• Free income protection cover
• Wellness program
• Novated leasing

Employment Type

Permanent