Job Purpose and Summary

Have complete ownership & responsibility of B2B Service operations in the nominated CCNA countries - Egypt, Algeria, Tunisia, Libya & Sudan.Expand Service coverage by identifying and appointing qualified B2B service partners as per the Sales strategy & sales coverage plans across the nominated countries. Develop, Support & manage end-to-end Canon authorized B2B Service partners and Canon authorized Dealers to service & maintain for optimum performance of all B2B products such that all Canon products have superior uptime. This includes responsibility for managing, analyzing, documenting, testing, communicating, liaising, and ultimately solving customer problems. Spares Parts management including forecasting and planning with Service Partners to ensure high uptime of Canon B2B MIF in the nominated countries.Design, facilitate (& also deliver - if required) technical trainings on relevant Canon Products to authorized service partners aligned with Product Technical Specialists, Product Manager & Marketing team & local sales and as designated by the Service Manager.Mange & own relationships with all authorized Service partners & dealers and their service teams through regular & planned partner meetings & market visits.Maintain cordial and good relationships with all Distributors & Sales Partners of the nominated countries through regular communication & meetings along with Sales team to take feedback & corrective actions if required.Improve Service delivery through quick Response rates & resolution times leading to high Customer & partner satisfaction.Report, recommend and take appropriate action regarding individual product performance, Service marketing and Service training matters.Market the availability of quality Canon Service across the nominated regions and also drive new methods of service revenue generation through extended service packs when made available.To contribute and plan, develop and implement any specific project or strategy assigned to enhance B2B service.Take active role in self-development as well as of your reporting team members to enhance the quality of technical knowledge & skillsets through regular & continuous online courses on the Canon Development Hub & Percipio. Also attend any face2face classroom trainings on a time-to-time basis and as nominated by the Management. 

What we give

With Canon, you'll get the support and encouragement you need to grow, from people who share your ambition. We'll invest in your professional development to help you learn and progress in your role with us. You'll find leaders who give you the freedom to explore new things and a team where knowledge is shared openly.

At Canon we have a clear vision: to be committed to creating a more inclusive and equitable culture where employees are valued and can thrive personally and professionally.

Canon also has a strong commitment to sustainability, encompassed by our Kyosei philosophy of living and working together for the common good, focused on reducing our environmental impact and creating opportunities to make positive social contribution.

Service Coverage

Expand in-country Service presence for the nominated countries.Identify and appoint new B2B Authorized Service Partners (ASP) as per the sales coverage plans & requirements.Implement clear guidelines for ASP support as finalized by HO; Execute clear roles & responsibilities between Dealer & ASP & the workflow for all Service escalations & warranty support.Have proper logs with monthly report of all calls & activities by the ASP to be reviewed & for ensuring smooth warranty credit notes to the ASP.

Service Delivery Improvement

Implement actions leading towards better quality service delivery and achieving targets of key Service KPI’sSet processes and systems in place for optimum spares parts availability through advanced forecasting and planning along with the Partner & the Spare Parts Specialist. Take technical initiatives to prevent problems developing, and to minimize problems, which arises.Address Customer complaints and also conduct Customer Satisfaction surveys.Address key end user requirements and support sales Service MarketingProvide technical assistance and support for Exhibitions, Seminars, Conferences & any Training of CCNA as required.Maintain and update records in Shared locations etc. of B2B Service Department.Prepare & submit regular monthly reports as required from time to time.Carry out other duties and participate in Company Projects as requested by Service Manager.To monitor, support and maintain the team values of the Service with Partners, Customers & within Canon.To provide feedback and actions to develop the services provided by the Canon Team.To provide feedback on team performance (informally and formally) as requested

Technical Support and development

Develop Technical Skills for Canon Authorized Partners and Channel Service team by planning & facilitating regular Service Trainings and workshops on nominated products & solutions.Provide remote or physical support to Canon sales partners and end-users using Canon systems.Identify key support issues from those escalated, and propose actions to resolve, liaising with other Canon personnel as appropriate (for instance, CCNA Technical Specialist or Canon Europe’s Technical Service Support personnel).Visit end-user or distributor premises to investigate and resolve problems as necessary.Evaluate, prioritize and respond to field suggestions and written enquiries.Maintain and update Service records.Ensure that work processes and workflows exist for all Support related tasks.Develop high quality diagnostics and trouble shooting habits are inculcated among service team & partners technicians to minimize costs of repair & high uptime & customer satisfaction.

What we ask

Degree/Diploma caliber individual with relevant and recognized formal qualifications.Business Management qualification is desirable.Strong Technical knowledge and break fix, service experience (5 years minimum) coupled with the ability to relate technical information to non-technical people at all levels.Previous experience of formal classroom training or high-level coaching is desirable.Functional knowledge and/or understanding of Office Automation products such as copiers, printers, digital production presses, large format & wide format plotters etc.Fluency in written and spoken English and Arabic is essential.Proficiency with MS Office applications, i.e. Word, Excel, PowerPoint

You will need

Interpersonal Requirements

Excellent analytical skills and a logical mind.Motivation and aptitude to continuous learning as new technology & products are introduced.Able to communicate, at times involving complex information, to individuals at all levels, internally and externally.To be able to support and advise colleagues in a constructive way.Ability to work on own initiative, self-motivated and to strict deadlines.Ability to prioritize workload efficiently.Flexibility to deal with changing requirements and travel requirements.To be able to deputize for Service Manager if nominated.

Physical Requirements

Frequent & regular overseas travel and periods away from home on a short notice

Canon is an equal opportunity employer. Canon recruits, employs, trains, compensates and promotes regardless of race, religion, national origin, sex, disability, age, veteran status or other protected status as required by law.