Officer, Customer Liaison
- Kuala Lumpur
- Permanent
- Full-time
- 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
- 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.
- 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
- 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.