Officer, Customer Liaison

2 days ago

Kuala Lumpur, Kuala Lumpur, Malaysia FUJIFILM Business Innovation Full time 40,000 - 80,000 per year
Description

Duties & Responsibilities

Knowledge of and Support of Fuji Xerox and 3rd Party print devices, service offerings and processes

  • Requires good understanding of machine operation, Key operator knowledge, default settings, and host interface set-up
  • Assist customers to use equipment so that they can maximise utilisation of the office devices
  • Perform maintenance and repair of high-frequency service call areas on specified equipment to maximize customer uptime
  • Log all activity for each machine – response time, resolution time, downtime etc related info
  • Escalate service requirements to analyst or tech support as appropriate 

     

Ensure a reliable supply of parts and consumable items are on site.

  • Inspect regularly supply levels and main effective On Site parts and consumables inventory order via Fuji-Xerox or third party as required
  • Ensure customer and Customer Liaison/Operation Executive are aware of any deficiencies
  • Provide daily service to replenish paper, toner, fuser, etc to assigned devices (as may be contracted)
  • Maintain effective On Site Parts inventory appropriate to client equipment population.

Record keeping and billing support

  • Provide meter readings for billing purposes, or audit for reporting.
  • Provide Customer Liaison/Operations/Facility Management Executive and customer with machine statistics, service history, etc
  • Log all activity for each machine 

Customer satisfaction

  • Responsible for customer satisfaction with all Fuji Xerox, 3rd party equipment and services provided
  • Respond to customer care calls
  • Dedicated DocuCare support of copiers/duplicators/printers.
  • Providing Desk Side and Help Desk Support
  • Maintain positive relationships with CSD, 3rd party service providers, customers, and peers to ensure smooth implementation/ installation and operation.

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