Service Engineer

Job Title: Service Engineer

Department: Technical Services

Reports To: Technical Manager / Workshop Manager

Location: Lusaka / Kitwe / Other Assigned Locations

Job Purpose

To provide professional technical support, installation, maintenance, troubleshooting and repair of Repro Limited’s customer equipment, ensuring high equipment uptime, timely service response, customer satisfaction and sustainable service revenue.

The Service Engineer is responsible for ensuring that assigned equipment operates reliably and efficiently while identifying opportunities to improve machine performance, reduce downtime and support the Company’s service and revenue objectives.

Key Responsibilities

1. Equipment Installation & Commissioning

• Install, configure and commission Ricoh and other assigned equipment.
• Conduct machine testing and ensure equipment meets required operating standards.
• Provide basic user orientation and technical guidance to customers.
• Complete installation and commissioning documentation.

2. Preventive & Corrective Maintenance

• Conduct scheduled preventive maintenance in accordance with manufacturer and Company standards.
• Diagnose and repair equipment faults promptly.
• Replace defective components, parts and consumables as required.
• Monitor machine condition and identify potential failures before they result in downtime.
• Maintain high uptime for machines under assigned responsibility.

3. Technical Troubleshooting

• Respond to technical service calls within agreed service-level timelines.
• Accurately diagnose faults using appropriate technical tools, manuals and diagnostic systems.
• Escalate complex technical issues to the Technical Manager or manufacturer support where necessary.
• Maintain accurate records of faults, repairs and machine history.

4. Ricoh Technical Competency

• Complete and maintain required Ricoh I Learn training and examinations.
• Keep up to date with Ricoh technical updates, firmware, service procedures and equipment developments.
• Apply manufacturer-recommended service procedures.
• Maintain the required professional and technical certifications, including CompTIA certification where applicable/required by Repro Ltd.

5. Customer Service

• Maintain professional relationships with customers.
• Communicate technical issues and solutions clearly to customers.
• Minimise repeat complaints and repeat service calls.
• Ensure customers are kept informed of service progress and expected resolution times.
• Obtain customer confirmation/sign-off following completion of service work.

6. Service Revenue & Cost Control

• Support the Technical Department in achieving service revenue targets.
• Identify genuine opportunities for billable repairs, parts, consumables and additional technical services.
• Support contract renewals and customer retention through excellent service delivery.
• Minimise unnecessary parts usage and service costs.
• Ensure billable service work is accurately captured and submitted for invoicing.
• Protect Company assets, tools, spare parts and technical resources.

7. Service Reporting & Administration

• Submit accurate service reports within the required timelines.
• Update service management systems/TechConnect or other designated platforms.
• Record machine readings, parts used, fault descriptions and actions taken.
• Maintain accurate records of outstanding technical issues.
• Provide daily/weekly service activity reports as required.

8. Health, Safety & Compliance

• Comply with all Company health and safety requirements.
• Follow safe electrical, mechanical and equipment-handling procedures.
• Use appropriate PPE and technical tools.
• Report unsafe conditions, incidents and equipment risks immediately.
• Maintain a clean and organised work area.

9. Other Duties

• Participate in technical training and knowledge-sharing sessions.
• Support junior technicians and colleagues where required.
• Participate in customer demonstrations and technical presentations.
• Perform other technical duties reasonably assigned by Management.

Key Performance Indicators (KPIs)

• Equipment Uptime
• First-Time Fix Rate
• Service Response Time
• Mean Time to Repair (MTTR)
• Preventive Maintenance Compliance
• Customer Satisfaction
• Service Revenue Contribution
• Billable Service Capture
• Service Reporting Compliance
• Technical Certification & Training

Revenue-Centred KPI Expectations

To ensure the Service Engineer role contributes directly to Repro Ltd’s commercial performance, the following should be monitored:

• Service Revenue
• Billable Work Conversion
• Parts Revenue / Parts Recovery
• Contract Retention
• Downtime Cost Reduction

Required Qualifications & Competencies

Minimum Qualifications

• Diploma or Bachelor’s Degree in Electrical Engineering, Electronics, ICT, Mechanical Engineering or a related technical field.
• Relevant experience in servicing printers, copiers, production-print equipment, ICT equipment or related machinery.
• Ricoh I Learn training/examination certification relevant to assigned equipment.
• CompTIA certification as required by Repro Ltd.
• Valid driver’s licence where field service duties require travel.

Technical Competencies

• Electrical and electronic troubleshooting.
• Mechanical fault diagnosis.
• Printer/copier/production-print technology.
• Networking and connectivity troubleshooting.
• Preventive and corrective maintenance.
• Diagnostic tools and technical documentation.
• Basic IT and systems knowledge.
• Ability to interpret technical manuals and error codes.

Behavioural Competencies

• Customer-focused.
• Strong problem-solving ability.
• Attention to detail.
• Good communication skills.
• Time management.
• Accountability and integrity.
• Ability to work under pressure.
• Willingness to travel and work at customer sites.
• Teamwork and continuous learning.

Performance Expectation

The Service Engineer is expected to balance technical excellence, customer satisfaction and commercial awareness. Success in the role will therefore not only be measured by repairs completed, but also by equipment uptime, response time, first-time resolution, customer retention, service revenue generation, cost control and compliance with technical standards.