Customer Service Engineer

24 hours ago

Penang, Malaysia Ricoh (Malaysia) Sdn. Bhd. Full time 40,000 - 80,000 per year

What is your role:

  • Carry out repairs and servicing of black & white, color graphics printing machines, enabler hardware and software at Customer's premises and services to the highest standards.
  • Provide field operations support to internal and external customers in accordance to with the terms of the customer contract and Service Level Agreements (SLA).
  • Write accurate professional reports acting as single point of contact between Customers and Ricoh concerning technical issues and interfacing with all involved functions.
  • Report and escalate all observed incidents, irregularities that occur to Superior for proper operational escalation points.
  • Adhere to installation guidelines and industry best practices in order to deliver quality Field Operations.
  • Responsible in setting up new machines and conduct pre-delivery inspection (PDI) to ensure machines are in proper working condition prior to installation at Customer's premises.
  • Conduct technical training to the team members and Customers when require.
  • Commit and discharge duties in compliance with the ISO 9001 and ISO14001 requirements and standards.

What you need to have:

  • Bachelor Degree in IT or Engineering, preferably Electro-Mechanical, Electrical & Electronics or Physics or equivalent business experience in office automation.
  • Strong analytical and problem solving skills together with good interpersonal and organizational skills.
  • Ability to understand mechanical drawings.
  • Able to work independently and in a team.
  • Able to handle customers' grievances.
  • Operating knowledge of Microsoft Office application.
  • Fluent verbal and written communication skills in English language and the local language.
  • Fresh graduates will be considered as training is provided.

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