Who Are we?
As a world-leading provider of workplace technology, Ricoh is all about improving work life by providing better user experiences, optimised workflows, anytime anywhere collaboration, and digital infrastructure solutions.
At Ricoh, we harness the infinite potential of the collective imagination as our daily pursuit. Embracing a culture of openness, we welcome all ideas. Our purpose is to shape the future of work and the sustainability of our world and use its infinite potential to truly imagine change.
Is this the role for you?
The Automation Specialist position assists and advises customers on the use, operation, installation, configuration, diagnosis, troubleshooting & maintenance of Ricoh standalone/network connected devices and/or @Remote and FMAudit solutions. Activation of, and investigation where required, of Ricoh SMART Toner services for appropriate devices.

Key responsibilities:

• Assist and advise customer on the use, operation, installation, configuration, diagnosis, troubleshooting, maintenance of @ Remote and / or FMAudit fleet monitoring tools on Ricoh’s network connected devices and & identify relevant escalation points within Ricoh and customer environments.
• Technical assistance to help clients connect or re-connect to the @Remote and FMAudit systems.
• Liaise with customers throughout the fault resolution process, including advice of fault status, solution and negotiation of closure by maintaining accurate and complete customer records of all faults including symptoms, actions taken (and by whom) and closure details of problems.
• SMART Toner administration and investigation and resolution of SMART Toner escalations
• Initiating and tracking Automation projects and ensuring all milestones are completed.
• Monthly reporting and gap analysis and gap closures within defined responsibilities (Tool or Account)
• Ensuring defined Processes listed in the Automation team inventory are mapped and kept up to date

What does success look like:

• Achieving a high level of customer satisfaction.
• Demonstrating high levels of productivity
• Active participation in team building to drive team engagement
• Maintaining a high standard of business excellence
• 92% or more automated devices returning genuine meter reads.
• 90% or more newly installed devices are reporting to @Remote / FMA within average 30 days from install
• 80 % or more active devices have either @Remote or FMA as meter read method
• Automation projects are kept up to date and closed / concluded within 45 days of requested install date.
• Prudent management of Auto Toner / SMART Toner to prevent over / undersupply of managed devices within scope of account responsibilities.
• The following Processes are shared within the team and may form part of the specific KRAs of the incumbent:
• 95% connectivity of @Remote Gates / FMAudit accounts
• Reporting, analysis and subsequent actions on monthly @Remote exception reports
• Assisting Service Division with ARMS initiative through targeting devices for @Remote and issuing FCOs into Astea

To be successful in this role:

Key selection criteria:

• Excellent call logging and communication skills (both written and verbal).
• Background in multi system environments (Large business)
• Be a fast learner – ability to pick up new technologies “on the fly”, have a professional work ethic (be self-motivated), and a demonstrated ability to respond to customer enquiries.
• Intermediate Excel Skills
• Experience in IT help desk support and administration.
• Advanced Excel skills
• Knowledge in Power Bi, Robotic Process Automation (UI Path/ Nintex)
• You are also able to demonstrate a working knowledge of Internet and Networking concepts, protocols and hardware.
• IT qualifications will be highly regarded (i.e. MCP) or
• adequate industry experience.
• Experience in Application Support
• Knowledge of Ricoh equipment and systems

What we give back to you?

At Ricoh, we take pride in giving back for your contribution to our success. We offer a range of benefits including:

• Paid Parental Leave
• Purchased Leave Scheme
• Participation in our RedE recognition program
• Free income protection cover
• Wellness program
• Novated leasing

Employment Type
Permanen

• Assist and advise customer on the use, operation, installation, configuration, diagnosis, troubleshooting, maintenance of @ Remote and / or FMAudit fleet monitoring tools on Ricoh’s network connected devices and & identify relevant escalation points within Ricoh and customer environments.
• Technical assistance to help clients connect or re-connect to the @Remote and FMAudit systems.
• Liaise with customers throughout the fault resolution process, including advice of fault status, solution and negotiation of closure by maintaining accurate and complete customer records of all faults including symptoms, actions taken (and by whom) and closure details of problems.
• SMART Toner administration and investigation and resolution of SMART Toner escalations
• Initiating and tracking Automation projects and ensuring all milestones are completed.
• Monthly reporting and gap analysis and gap closures within defined responsibilities (Tool or Account)
• Ensuring defined Processes listed in the Automation team inventory are mapped and kept up to dat