Job Description

Roles & Responsibilities

As a Service Engineer, you will provide cost effective maintenance and optimizing the technical performance of Hardware of products in the portfolio including maintenance and upgrading of Firmware (product system software) and product related applications via remote technical support using canon remote assistance tools.

To provide first line trouble shooting (root cause of problems) on the vast majority of standalone and connected Products.

To achieve a high first-time fix rate and minimum recalls with the most cost-effective use of labor time and parts.

Report about labor and parts investment, counter-reading by using CAESAR (Canon European Service Admin Coding) coding structure.

Optimize the stock inventory, rotation, and balance this against return to fit (RTF) visits.

Signal commercial opportunities to the sales and Marketing department by using OnSite-InSight .

Make contributions to the ongoing development of the team and overall service performance.

Fully understand the customer requirements to support the functional approach of the Solution Business Strategy.

Liaise and report back to relevant account manager on customer issues.

Identify super-users and provide appropriate training on Canon products installed and software as appropriate, including printer drivers and features.

Look for opportunities to develop other areas of the client s business and liaise with the account manager accordingly.

Desired Candidate Profile

Engineering Degree or Diploma (electronics, mechanics, and software)

Relevant experience in the service industry

Experience in understanding and following health and safety guidelines

Demonstrates a high technical aptitude with excellent fault-finding skills

Good customer handling and communication skills.

Able to give customer instruction.

Team player that focuses on optimizing the team output

Good commercial insight and business acumen

Awareness to represent Canon as a company always (behavior, communication, and presentation / appearance)

Current GCC driving license

Competencies required:

• Able to work on own initiative and in a team environment.
• The ability to think outside the box for when solving problems
• A high level of accuracy to provide relevant/timely information
• The ability to get good results whilst working under pressure
• Diplomacy and good communication skills

KPIs set but not limited to

• First time fix (FTF)
• Recall ratio (a call that is re-attended within 10 days of resolution)
• Stock accuracy to be 100%
• Resolution time (time between logging the call and closing/resolve the issue)
• Number of satisfaction surveys received in a quarter (to be set by local service manager)
• Customer satisfaction (scaled on all engineers not per individual)

*the above the core KPIs and there maybe others based on business requirements

Canon Core Behaviors

• Drive for results
• Customer Focus
• Ownership and Accountability
• Team Player
• Courage and Conviction
• People Orientated
• Caring for self and others