{"id":3221835,"url":"https://alion.io/job/repro-service-engineer","title":"Service Engineer","company":{"id":4461641,"name":"Repro","domain":"repro.co.zm","url":"https://alion.io/company/repro-2","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"WP Job Openings","truth_index":null},"role":"Industrial Engineering","role_family":"Industrial Engineering","seniority":null,"employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Kitwe, Zambia"],"countries":["ZM"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":10000,"max_usd":29000,"period":"year","method":null,"sample_n":21788},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-08-22T11:33:55Z","employer_posted_date":"2026-08-22","last_verified_at":"2026-10-27T06:30:14Z","board_verified":true,"closed_at":null,"days_open":65,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":65},"description":"Job Title: Service Engineer\nDepartment: Technical Services\nReports To: Technical Manager / Workshop Manager\nLocation: Lusaka / Kitwe / Other Assigned Locations\nJob Purpose\nTo 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.\nThe 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.\nKey Responsibilities\n1. Equipment Installation & Commissioning\nInstall, configure and commission Ricoh and other assigned equipment.\nConduct machine testing and ensure equipment meets required operating standards.\nProvide basic user orientation and technical guidance to customers.\nComplete installation and commissioning documentation.\n2. Preventive & Corrective Maintenance\nConduct scheduled preventive maintenance in accordance with manufacturer and Company standards.\nDiagnose and repair equipment faults promptly.\nReplace defective components, parts and consumables as required.\nMonitor machine condition and identify potential failures before they result in downtime.\nMaintain high uptime for machines under assigned responsibility.\n3. Technical Troubleshooting\nRespond to technical service calls within agreed service-level timelines.\nAccurately diagnose faults using appropriate technical tools, manuals and diagnostic systems.\nEscalate complex technical issues to the Technical Manager or manufacturer support where necessary.\nMaintain accurate records of faults, repairs and machine history.\n4. Ricoh Technical Competency\nComplete and maintain required Ricoh I Learn training and examinations.\nKeep up to date with Ricoh technical updates, firmware, service procedures and equipment developments.\nApply manufacturer-recommended service procedures.\nMaintain the required professional and technical certifications, including CompTIA certification where applicable/required by Repro Ltd.\n5. Customer Service\nMaintain professional relationships with customers.\nCommunicate technical issues and solutions clearly to customers.\nMinimise repeat complaints and repeat service calls.\nEnsure customers are kept informed of service progress and expected resolution times.\nObtain customer confirmation/sign-off following completion of service work.\n6. Service Revenue & Cost Control\nSupport the Technical Department in achieving service revenue targets.\nIdentify genuine opportunities for billable repairs, parts, consumables and additional technical services.\nSupport contract renewals and customer retention through excellent service delivery.\nMinimise unnecessary parts usage and service costs.\nEnsure billable service work is accurately captured and submitted for invoicing.\nProtect Company assets, tools, spare parts and technical resources.\n7. Service Reporting & Administration\nSubmit accurate service reports within the required timelines.\nUpdate service management systems/TechConnect or other designated platforms.\nRecord machine readings, parts used, fault descriptions and actions taken.\nMaintain accurate records of outstanding technical issues.\nProvide daily/weekly service activity reports as required.\n8. Health, Safety & Compliance\nComply with all Company health and safety requirements.\nFollow safe electrical, mechanical and equipment-handling procedures.\nUse appropriate PPE and technical tools.\nReport unsafe conditions, incidents and equipment risks immediately.\nMaintain a clean and organised work area.\n9. Other Duties\nParticipate in technical training and knowledge-sharing sessions.\nSupport junior technicians and colleagues where required.\nParticipate in customer demonstrations and technical presentations.\nPerform other technical duties reasonably assigned by Management.\nKey Performance Indicators (KPIs)\nEquipment Uptime\nFirst-Time Fix Rate\nService Response Time\nMean Time to Repair (MTTR)\nPreventive Maintenance Compliance\nCustomer Satisfaction\nService Revenue Contribution\nBillable Service Capture\nService Reporting Compliance\nTechnical Certification & Training\nRevenue-Centred KPI Expectations\nTo ensure the Service Engineer role contributes directly to Repro Ltd’s commercial performance, the following should be monitored:\nService Revenue\nBillable Work Conversion\nParts Revenue / Parts Recovery\nContract Retention\nDowntime Cost Reduction\nRequired Qualifications & Competencies\nMinimum Qualifications\nDiploma or Bachelor’s Degree in Electrical Engineering, Electronics, ICT, Mechanical Engineering or a related technical field.\nRelevant experience in servicing printers, copiers, production-print equipment, ICT equipment or related machinery.\nRicoh I Learn training/examination certification relevant to assigned equipment.\nCompTIA certification as required by Repro Ltd.\nValid driver’s licence where field service duties require travel.\nTechnical Competencies\nElectrical and electronic troubleshooting.\nMechanical fault diagnosis.\nPrinter/copier/production-print technology.\nNetworking and connectivity troubleshooting.\nPreventive and corrective maintenance.\nDiagnostic tools and technical documentation.\nBasic IT and systems knowledge.\nAbility to interpret technical manuals and error codes.\nBehavioural Competencies\nCustomer-focused.\nStrong problem-solving ability.\nAttention to detail.\nGood communication skills.\nTime management.\nAccountability and integrity.\nAbility to work under pressure.\nWillingness to travel and work at customer sites.\nTeamwork and continuous learning.\nPerformance Expectation\nThe 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.","description_format":"text","description_chars":6064,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":["Continuous learning"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Document Management","Printers & Scanners"],"lifecycle":[{"event":"open","at":"2026-10-25T03:41:26Z"}],"visa":[],"liveness":{"score":10,"band":"cold","label":"Long shot","p_open":1,"p_active":0.351,"p_room":0.28,"age_days":65,"expected_fill_days":23,"reasons":["conf:3","win:tail","crowd:"],"computed_at":"2026-10-27T05:46:45Z"},"pay":null,"html_url":"https://alion.io/job/repro-service-engineer","json_url":"https://alion.io/job/repro-service-engineer.json","meta":{"generated_at":"2026-10-27T08:09:10Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":8969,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-28T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":4461641},"rest":"https://alion.io/mcp/rest/get_company?id=4461641"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Frepro-service-engineer"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Frepro-service-engineer"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Frepro-service-engineer"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/repro-service-engineer\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Frepro-service-engineer"}]}