Job Description

In this role you will be carrying out installation, service and repairs on a range of Canon Wide Format Printers. Ensuring adherence to standard call procedures and maintaining quality standards. Achieving a high first-time fix rate and minimum return rates, focused on customer satisfaction and retention by delivering an exceptional service experience.

The work is varied and so if you enjoy working in a fast-paced environment, being part of a team and have accurate and excellent time management skills, then this is a great opportunity to develop your career.

Responsibilities

• Provide a service in first line troubleshooting (root cause of problems) on Wide Format devices, working to strict service level agreements.
• Achieve a high first-time fix rate and minimum recalls with the most cost-effective use of labour time and parts.
• Use your excellent communication skills to communicate effectively to Canon’s customers and across internal Canon departments as required.
• Be part of the team, encouraging frequent contributions to the ongoing development of the team and overall service performance, including assisting/coaching/mentoring Service Engineers (dependent on grade). Your manager will provide you with the support and guidance so you can excel in your role.
• Ensure all post-sale field service requirements are met.
• Provide technical escalation support for colleagues when required.
• Ensure all activities are recorded correctly in line with company guidelines.
• Optimize the customer stock inventory and rotation, and balance this against return to fit (RTF) visits, as applicable.
• Provide customer product instruction and training.
• Advise the customer when chargeable work is required and seek the required authorization prior to undertaking this activity.
• Contribute to opportunities to improve maintenance and repair practices and modifications in the machine.
• Make frequent contributions to the on-going development of the team and overall service performance.
• Canon encourages you in signalling commercial opportunities to the Sales and Marketing department. This is preferably done using the functionality provided via Laptop.
• For your safety, comply fully with company policies and Health & Safety Guidelines, including product safety checks.
• Self-Development is important at Canon, and you will be encouraged to take further training to develop your skills in this role.
• Capacity to work in an environment focused on superior customer service and continuous business performance improvement.
• Your excellent customer service and communication skills are important for you to excel in this role. Being a team player, you support colleagues and contribute to the team’s objectives, however equally you are able to work alone without daily guidance.
• Remain calm under pressure and able to prioritize tasks and activities effectively.