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
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 cutting-edge solutions and outstanding service support.
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📌 Field Service & Customer Support Officer (New South Wales)
🏢 iworkplace
📍 New South Wales
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