Field Service Technician

3 hours ago

Perth, Western Australia Ricoh Imaging Europe Full time
Job Title: Field Service Technician

Are you a skilled technical professional looking for a challenging role that requires problem-solving and customer interaction? We have an exciting opportunity for a Field Service Technician to join our team at Ricoh Imaging Europe.

Key Responsibilities:
  • Deliver high-quality service to our customers through scheduled pre- and post-sales support via logged Service Orders
  • Complete on-site and remote hardware and software installations, ensuring seamless integration and customer satisfaction
  • Provide end-user training on our hardware and software solutions, empowering customers to get the most out of our products
  • Perform troubleshooting diagnostics of software issues logged via Service Orders, resolving problems efficiently and effectively
  • Conduct Field Service calls that achieve customer satisfaction, discussing machine faults and problems in a professional and courteous manner
  • Take ownership and follow-up of support issues, ensuring timely resolution and customer satisfaction
  • Utilize the Phone/Remote/Onsite Support process to resolve problems efficiently, minimizing downtime and maximizing productivity
  • Follow all processes for Chargeable Services calls, adhering to contracted offers and ensuring accurate documentation
  • Document customer sites when changes are made to the workflow, outside of the original project, maintaining a comprehensive record of customer interactions
  • Improve and maintain customer relationships to ensure customer retention, fostering a strong partnership between Ricoh and our customers
  • Maintain an advanced level of knowledge on Ricoh products and solutions through Personal Development Plan (PDP), staying up-to-date with the latest technologies and innovations
Requirements:
  • Experience in the IT and Print copier industry, with a strong understanding of technical concepts and customer needs
  • Experience in resolving high-pressure technical situations, with a proven track record of success
  • Recognized Industry Certification, demonstrating expertise and commitment to the field
  • Excellent interpersonal skills and experience, with the ability to build strong relationships with customers and colleagues
  • Excellent written and verbal communication skills, with the ability to articulate complex technical information in a clear and concise manner
  • Ability to work alone in a client site, or as part of a team, with a strong focus on collaboration and teamwork
  • Strong Client Focus, with a customer-centric approach to problem-solving and service delivery
  • Professional attitude, with a commitment to excellence and a strong work ethic
  • Ability to manage and report time, prioritize activities, and identify potential issues proactively
  • Strong technical knowledge of Ricoh products and solutions, with a passion for staying up-to-date with the latest technologies and innovations
What We Offer:
  • Paid Parental Leave, demonstrating our commitment to work-life balance and employee well-being
  • Purchased Leave Scheme, providing flexibility and autonomy in managing leave
  • Participation in our RedE recognition program, celebrating employee achievements and contributions
  • Free income protection cover, providing peace of mind and financial security
  • Wellness program, promoting employee health and well-being
  • Novated leasing, offering a convenient and tax-effective way to manage vehicle expenses

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