Installation Support Engineer

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 KPI’s.
• 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

To be successful in this role:

In your role, you are expected to have the following competencies:

Customer Focus

• Individuals who demonstrate this competency focus on satisfying the needs of both internal and external customers. They remain close to the customer, pro-actively seek to understand the requirements of the customer and see to it that these are met.

Resilience and perseverance

• Ability to cope under pressure and persevere through to issue resolution.

Communication

• Individuals need to exhibit strong effective communication both orally and in writing.

Aptitude

• Strong technical aptitude, troubleshooting skills and professional approach, as well as a positive attitude in dealing with customers are essential attributes for the position.

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