Field Service & Customer Support Officer
Salary: $65,000 – $70,000 per year
About the role
The role of Field Service & Customer Support Officer is critical to the day-to-day operations of iworkplace in providing customers with excellent service and support. This role has a dual focus: you will be the first point of contact for customer service queries, technical support and remote troubleshooting to resolve issues, and the lead Field Service Officer coordinating, delivering and installing printers, toners and parts to customers.
Key responsibilities
Develop and communicate weekly scheduling of printer installations and onsite support service calls to customers
Deliver and install printers to customers, and deliver parts and toners
Conduct customer onsite service calls as needed
Track project and service progress, ensuring customers are kept informed of updates
Liaise with customers to get completed IT installation forms
Act as the primary point of contact for customer enquiries via phone, email, and support platforms
Diagnose and resolve hardware, software and application issues
Provide timely and professional responses to customer requests and service issues
Escalate issues to the appropriate teams and ensure follow-up through to completion
Work closely with sales and operations to ensure customer success with installations and service requests
Liaise with external contractors and supplier partners to meet agreed timelines and resolve customer issues
Manage stock of printers, parts and toners from ordering, receipting, storage to inventory tracking
Ensure compliance with workplace health and safety and sustainability regulations
About you
Minimum 3 years' customer service experience
Valid NSW drivers license
Working with Children Check
Qualifications or Certification with FUJIFILM printers ideal, otherwise training will be provided
Excellent verbal and written communication
Proficient in Microsoft Office skills (Word, Excel and Outlook)
Organized and able to meet deadlines
Genuine customer-first mindset
About us
iworkplace is a leading provider of workplace technology solutions and a Fujifilm authorised channel partner, helping businesses create smarter, more efficient, and more productive work environments. We pride ourselves on delivering exceptional customer experiences through innovative solutions and outstanding service support.
https://www.iworkplace.com.au/