Job Description

• Should have with earned industry and vendor certifications. The CompTIA awards PDI+ certification to applicants who show proficiency in basic maintenance of printers, fax machines, and copiers. Or other certifications awarded by other manufacturers like Ricoh, HP, Xerox, Konica, Lexmark and Canon are highly recommended.
• Install new printers and multifunction printers.
• Provide demo and assistant to the end user on how to operate the machine.
• Maintain and replace of supplies e.g., Toners and other consumables.
• Respond to any service request raised by end user within SLA requirement.
• Troubleshot and fix any technical issue and keep machine running up.
• Escalate other non-hardware issue to the concern person.
• Knowledge of Basic Networking.
• Computer and analytical skills.
• Prior experience in the maintenance and repair of printers manufactured by Ricoh or any other brand is preferred.
• Possess excellent customer service and communication skills.
• Complete all administrative aspects of the job on time and error-free.
• Provide accurate feedback with close call information, parts usage reporting and customer meter readings.
• Must be able to problem solve, conduct is written and verbal communication, read and comprehend technical information.
• Ability to Pull, lift, reach and transport equipment parts.
• Will provide technical assistance with the installation of new machines.
• Responsible for the timely and cost-effective maintenance and repair of office product equipment and for promoting and maintaining a high level of customer satisfaction with our service and products.
• Must monitor the machines for quality issues.
• Accurately identify and resolve any technical issues and ensure optimum operating condition.
• Handle customer issues as quickly as possible.
• Should take leadership in communicating equipment problems and solutions to the team.
• Must take up tasks such as new equipment set-ups, and general technical service.
• Must collaborate with the other technicians to keep up the optimum response time and customer satisfaction.
• Must keep track of the technician metrics such as resolution time.
• Must be able to complete and possess the following successfully.
• Maximize equipment up-time through timely response and effective and efficient repair with selective customer training to ensure high levels of customer satisfaction.
• Ability to troubleshoot and think independently.
• Should have a good understanding of all hardware and software related issues of the printer.
• Mechanical and electrical aptitude and demonstrated
• Ability to train the end users.