Asst, Customer Liaison

FUJIFILM Business Innovation Taiwan; Kuala Lumpur; On-site; MYR 67,000 - 134,000; Full time

Job summary

FUJIFILM Business Innovation Taiwan is seeking an on-site service professional in Malaysia to support Fujifilm and third-party print devices, ensuring maximum uptime and effective operation for office equipment. You will manage parts and consumables, perform maintenance, and provide desk side and help desk assistance to customers.

Responsibilities include recording meter readings, maintaining service histories, and delivering ad-hoc tasks as requested by the Service Delivery Manager to uphold

Qualifications

Responsibilities

• Knowledge of Fujifilm and third-party print devices, service offerings, and processes.
• Maintain on-site parts and consumables inventory; communicate deficiencies.
• Provide meter readings and service history for billing and reporting.
• Deliver Desk Side and Help Desk support; ensure customer satisfaction for Fujifilm/3rd party equipment and services.
• Handle ad-hoc tasks as assigned by the Service Delivery Manager.

Job description

Job Responsibilities

1. Knowledge of and Support of Fujifilm and 3rd Party print devices, service offerings and processes

• Requires good understanding of machine operation, Key operator knowledge, default settings, and host interface set-up
• Assist customers to use equipment so that they can maximise utilisation of the office devices
• Perform maintenance and repair of high-frequency service call areas on specified equipment to maximize customer uptime
• Log all activity for each machine – response time, resolution time, downtime etc related info
• Escalate service requirements to analyst or tech support as

2. Ensure a reliable supply of parts and consumable items are on site

• Inspect regularly supply levels and main effective On Site parts and consumables inventory order via Fujifilm or third party as required
• Ensure customer and Customer Liaison/Operation Executive are aware of any deficiencies
• Provide daily service to replenish paper, toner, fuser, etc to assigned devices (as may be contracted)
• Maintain effective On Site Parts inventory appropriate to client equipment population

3. Record keeping and billing support

• Provide meter readings for billing purposes, or audit for reporting.
• Provide Customer Liaison/Operations/Facility Management Executive and customer with machine statistics, service history, etc
• Log all activity for each machine

4. Customer satisfaction

• Responsible for customer satisfaction with all Fujifilm, 3rd party equipment and services provided
• Respond to customer care calls
• Dedicated DocuCare support of copiers/duplicators/printers.
• Providing Desk Side and Help Desk Support
• Maintain positive relationships with CSD, 3rd party service providers, customers, and peers to ensure smooth implementation/ installation and operation.

5. Any other Ad-Hoc task requested by Service Delivery Manager