Job Purpose and Summary

As a Service Engineer, you will provide cost effective maintenance, andoptimizing 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.  

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.

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

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

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

Optimize the car-stock inventory and 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 clients business and liaise with the account manager accordingly.  

 

 

*The above statements are intended to describe the general nature and levels of work being performed as assigned for this job. This is not intended to be an exhaustive list of all.  

What we ask

Must have/be:  

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   

You will need

Able to work on own initiative and in a team environment.  

The ability to ‘think outside the box’ for when solving problems – innovative.  

A high level of accuracy to provide relevant/timelyinformation   

The ability to get good results whilst working under pressure  

Diplomacy and good communication skills  

Further Information

 

KPIs set but not limited to   

Average number of field calls  

First time fix (FTF)  

Recall ratio (a call that is re-attended within 10 days of resolution)  

Car kit 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   

 

Variable Compensation:  

Commission  

 

OTHER INFORMATION 

To oversee sales deals of Canon Saudi Arabia (CKSA) core products (I.e. Document Solutions (DS) ++: Office + Entry Professional Print (PP); Large Format Print (LFP); Technical Document Solutions (TDS) (B/W Large Format Plotters (LFP); uF (Uniflow) and 3rd party   

https://www.canon-emirates.ae/business  

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.