Presales and Technical Engineer - Thermal Printing

JOB DESCRIPTION

Title: Customer Service Engineer – Industrial Media Solutions (IMS)

Location: Ho Chi Minh Office

Salary: Competitive, 13th-month, allowance

Job category: Technical consultant, Presales consultant, Customer Service Engineer

Industry: Auto Identification Solutions (AIDC), transfer thermal ribbon (TTR), direct thermal paper (DT)

Duties and Responsibilities:

1. Hardware (Printer and Scanner)

•      Installation of printers and scanners at customer sites.

•      Support customers for maintenance jobs: cleaning printer heads, platen rollers.

•      Provide technical support: replace spare parts or cooperate with partners to assist customers.

•      Advise customers on printer adjustment (online and offline service).

•      Train customers on how to operate printers properly.

2.    Software

•      Create layouts based on customer requests.

•      Troubleshoot and cooperate with partners to resolve software errors for customers.

•      Train customers on how to use the software upon solution transfer.

3. Consumables

•      Advise customers about Ricoh products (TTR and DT) to support sales (matching issues).

•      Test and prepare product brochures for each Ricoh product (TTR and DT).

4. Internal Coordination

•      Cooperate with the Sales team to collect data from customers by project.

•      Visit customers with the sales team to support demos and consulting.

•      Cooperate with the Admin team for complaint report handling.

•      Work with overseas teams when products are NG; submit claim reports on portal.

•      Collect technical data, SGS test reports, and other relevant chemical reports.

•      Develop demonstration solutions in cooperation with the sales team.

•      Prepare weekly plans and report to the Sales Manager on customer projects and service status.

5. External Coordination

•      Work with appropriate partners to identify and develop solutions.

•      Prepare solution packages based on partner proposals.

Requirements:

•      Education: Technical University/College degree in Automation/Mechanism/Electronics or related fields.

•      Competence in computer and some common office application software.

•      From 3 years experience in the printing/barcode/thermal industry.

•      Understanding barcode printers, scanners, and barcode software will be a great advantage.

•      Language: able to communicate in English (basic level).

•      Presentation & statistical skill, independent and teamwork, willing to travel for business.

•      Interested in customer care, Dynamic, Persuasive, Resilience, Driven and willing to take on new challenge.

Open Position:

•      Ho Chi Minh City: 01

Attraction:

•      Work in an international, dynamic, and friendly environment.

•      Attractive salary and allowance package.

•      Insurance as per Vietnam's labor code & extra accident/medical insurance.

•      13th-month salary and annual salary review.

•      Benefit in kind, company trip.

•      Opportunity to learn and improve skills with international standards.

•      Opportunity for promotion.

Resume Submission:

[Confidential Information] / [HIDDEN TEXT]

About Ricoh:

RICOH VIETNAM COMPANY LIMITED is a 100% owned sales subsidiary by Ricoh Group, a global leader in the office document market and workflow improvement. We are internationally renowned for our expertise, and our success is based on breakthrough technology, innovative engineering, and superior product quality.

As a part of Ricoh Group, our MISSION is to provide excellence to improve the quality of living. To be one global company, we care about people, our profession, our society, and our planet. We dedicate our winning spirit, innovation and teamwork to sharpen our customer-centric focus, and we also commit to the highest standards of ethics and integrity.

Ricoh Vietnam has long been a trusted provider of printing systems, document management solutions, and customer service for industries from corporate offices to manufacturing. Today, we go beyond print to lead digital transformation – helping organizations modernize workflows, enable hybrid work, and adopt technologies like cloud, AI, and automation for a more agile and connected future.