Officer, Customer Liaison

FUJIFILM; Kuala Lumpur; On-site; MYR 150,000 - 200,000; Full time

Job summary

A leading printing solutions company in Kuala Lumpur is seeking a dedicated service technician to maintain and support Fuji Xerox and third-party print devices. You'll be responsible for ensuring machine performance, assisting customers with equipment use, and maintaining parts inventory. This role demands excellent customer service skills and a solid understanding of machine operations to maximize downtime. If you have experience in print device management and a commitment to customer satisfaction, we encourage you to apply.

Qualifications

• Good understanding of machine operation and key operator knowledge.
• Ability to assist customers in maximizing equipment usage.
• Familiarity with maintenance procedures for print devices.

Responsibilities

• Perform maintenance and repair of service call areas on specified equipment.
• Log all activity for each machine including response and resolution times.
• Provide daily service to replenish supplies for assigned devices.

Skills

Knowledge of Fuji Xerox and print devices

Machine operation understanding

Customer service skills

Inventory management

Job description

Knowledge of and Support of Fuji Xerox 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 appropriate
  

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 Fuji-Xerox 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.

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
• Responsible for customer satisfaction with all Fuji Xerox, 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.

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