Ricoh Tonga Ltd
VACANCY
• Senior Service Engineer
Applications are invited for the post of Senior Service Engineer at Ricoh Tonga Limited.
All applications must be addressed to the CEO and submitted online no later than 4:00 PM Friday 20 December 2024: https://ricohpacific.bamboohr.com/careers/8?source=aWQ9MTE%3D
Applicants are required to submit their applications with a cover letter, their CV / resume, and relevant supporting documents including, but not limited to, certificates, transcripts and references.
Senior Service Engineer Objectives:
- To coordinate field service that WOWs our customers;
- To ensure our field service meets or beats industry bench-marks;
- To ensure our service teams have market-leading technical knowledge and troubleshooting skills;
- To assist the service manager in driving operational excellence by regularly identifying opportunities for improvement in Ricoh’s value chain to minimise costs and increase profits.
Key Relationships
- Service Manager (Auckland)
- Operations (Tonga)
- Engineers (Tonga)
Key Accountabilities and Performance Metrics
Pre-Sales Engineering
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Accountability and Expected Target
- Work together with sales representatives to determine customer requirements
- Develop practical, value-adding technical recommendations for clients
- Identify opportunities for upgrades to customer’s existing equipment
- Design, develop, test and implement solutions
- Arrange and deliver training for our company’s goods and services prior to and after installation
- Assist sales representatives to close deals by demonstrating IT expertise and capability
- Have a goal of zero defects in the work outputs provided by yourself and your team
Post-Sales Engineering
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Accountability and Expected Target
- Maintain a high-level of knowledge about the copy process
- Manage the run-up of Ricoh and non-Ricoh devices as required by work instructions to meet installation deadlines
- Manage the installation and configuration Ricoh and non-Ricoh devices at customer sites as per work instructions
- Manage the installation of configuration @remote, FMAudit, Papercut (or similar), ensuring customer is explained benefits
- Manage the training of customers on how to use installed devices as per work instructions
- Manage the answering of customer’s technical questions about the product confidently and accurately
- Ensure customers understand service call process, toner ordering process, returns and warranties
- Manage returns management authorisation process and warranty process, internally and with Ricoh South Pacific
Inventory
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Accountability and Expected Target
- Assist in the forecasting, ordering and replenishment of parts supplies weekly
- Make recommendations if parts should be replaced or not in machines as required
- Maintain tools and service equipment carefully to minimise loss and disrepair
- Ensure monthly tool stocktakes are completed
- Assist in the ordering of parts as required
- Minimise sitting stock by ensuring parts ordered and supplied are used in a timely manner
- Optimise parts inventory
- Ensure that ordered parts are supplied to customers within 10 working days
- Assist with any parts variance from stock take by helping to find reasons for variance
- Develop systems to alert low stock levels and alert operations team if stock is required
Service Coordination
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Accountability and Expected Target
- Ensure service tickets for customers are scheduled immediately, responded to within one hour and resolved within four hours
- Develop systems to monitor, measure and report on service productivity levels – take remedial action to improve performance
- Develop systems to monitor, measure and report on service profitability, namely cost per contract profitability – take remedial action to improve performance
- Ensure quotes for service to customers are supplied by next business-day
- Develop systems to minimise customer downtime and take remedial action to improve performance
- Keep customers informed about the status of their service requests always
- Ensure accurate recording of time, parts and travel costs when attending to customer sites
- Develop preventative maintenance and machine upgrade plans where required
- Be contactable on-site always and ensure transparency of your schedule
- Maintain an accurate record of service cases, repairs, installations, equipment, warranties, licences and enquiries
- Assist in resolving technical issues that are escalated to you accurately and within four business hours
- Escalate tickets you cannot resolve to level two support and ensure resolution within 16 working hours by following up on the issue constantly until resolved; keep customers updated about the escalated status at the same time
Service Finances
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Accountability and Expected Target
- Coordinate service budgets by monitoring overhead and capital expenses to ensure cost efficiency
- Forecast service profitability, revenue, margins and utilisation
- Understand revenue models, project P/L, cost-to-completion projections and make appropriate suggestions to management based on that data
- Understand company pricing model and billing procedures
Service Development
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Accountability and Expected Target
- Assist in monitoring and assessing the technical competence and performance of engineers in the Pacific Islands by writing monthly reports with recommended action points
- Provide support, training and mentoring to develop the competence and performance of engineers in the Pacific Islands
- Develop quarterly training plans and curricula to address any competence or performance shortfalls of the engineers in the Pacific Islands
- Provide in-person and remote training to engineers in the Pacific Islands to address any skills shortages
- Develop systems to check and report on engineers’ workmanship and documentation for quality and accuracy
Refurbishing and Maintenance
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Accountability and Expected Target
- Manage the refurbishing of parts for re-use in cost-per-copy contract machines and for re-sale
- Manage the refurbishing of machines for re-sale
- Manage the robbing of parts from equipment for use in field if required in line with work instructions
- Ensure equipment that has had parts robbed is returned to full functionality within 10 working days of parts being robbed
- Maintain the full functionality of all devices in-stock by updating the CEO regularly about which devices are working or not, and what is required to return them to functionality
- Make recommendations if equipment should be refurbished, robbed or disposed weekly
Communication
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Accountability and Expected Target
- Project a credible executive image
- Coordinate and manage service staff and teams effectively and professionally
- Schedule and chair regular meetings with relevant stakeholders that are effective
- Record concise, clear meeting notes that articulate next actions
- Deliver engaging and well-organised presentations on service matters
- Effectively communicate relevant information in a timely manner to superiors
- Understand how to communicate difficult and / or sensitive information tactfully
- Communicate technical ideas in plain English, clearly and concisely
- Further the company’s vision and purpose by motivating people by talking positively about the company’s purpose and vision
- Create within service teams a shared focus on the importance of achieving results
Technical Knowledge
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Accountability and Expected Target
- Possess a knowledge and certification in one or more of ITIL, LEAN, or AGILE.
- Possess a thorough understanding of all Ricoh goods and services sold and supported by our company, including capabilities, applications and limitations
- Possess a general understanding in the areas of networking, application programming, database and system design
- Maintain awareness of new and emerging technologies, and the potential application for internal and external customers
Responsiveness
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Accountability and Expected Target
- Answer phones and reply to emails within three rings in a professional manner
- Create and respond to helpdesk tickets as work instructions require
Health and Safety
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Accountability and Expected Target
- Meet health and safety obligations for the business, ensuring personal safety in differing work environments for all employees and contractors
- Health and safety policies of Ricoh should be adhered to at all times
Miscellaneous
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Accountability
- Identify opportunities for improvement in the duties above every week
- Provide input into Ricoh’s ongoing improvement processes and to be an advocate for improvement
- Submit any required reports on-time
- Take part in daily and weekly meetings
- Update tasks and calendars regularly
- Maintain clean, tidy and well-organised workspaces
- Follow work instructions diligently and accurately
- Assist the team leader to deliver projects related to the service team that help drive operational excellence
- Attend training courses (online or offline) required of you by the company to provide continued upskilling and professional development
- Achieve KPIs as set by the service manager
- Any other tasks Ricoh may reasonably require not necessarily related to any of the above responsibilities but reasonably within your capabilities
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