AddressWho 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:
- Deliver quality work for scheduled pre- and post-sales support to our customers via logged Service Orders
- Complete on-site and remote hardware and software installations
- Provide end user training on our hardware and software solutions
- Perform troubleshooting diagnostics of software issues that have been logged via Service Orders
- Perform Field Service calls that achieve the service objectives of customer satisfaction
- Discuss all machine faults and problems with customers in a professional and courteous manner, advising the customer on all aspects of the Service call.
- Take ownership and follow-up of support issues
- Utilise the Phone/Remote/Onsite Support process to resolve problems efficiently
- Follow all processes for Chargeable Services calls which follow outside of the contracted offers
- Document customer sites when changes have been made to the workflow, outside of the original project
- Improving and maintaining customer relationships to ensure customer retention.
- Maintain/increase satisfaction through taking ownership of problems and resolving them.
- Accurately account for all spare parts and consumables used in the achievement of Service objectives by following all PROCESS.
- Maintain an advanced level of knowledge on Ricoh products and solutions through Personal Development Plan (PDP).
To be successful in this role:
As a suitable candidate, you will have:
- Experience in the IT and Print copier industry
- Experience in resolving high pressure technical situations would be considered highly desirable.
- Recognised Industry Certification
- Excellent interpersonal skills and experience
- Excellent written and verbal communication skills
- Develop a relationship with the client to facilitate management and support issues
- Ability to work alone in a client site, or as part of a team
- Strong Client Focus
- Professional attitude
- Ability to manage and report time and prioritize activities
- Proactive identification and management of any potential issues
- Strong technical knowledge of Ricoh products and solutions.
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
