Field Engineer

Bachelor of Technology/Engineering (Electrical, Mechanical)

Nationality: Any Nationality

Vacancy: 1 Vacancy

Job Purpose and Summary
As a Service Engineer, you will provide cost-effective maintenance and optimize the technical performance of hardware 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 a positive social contribution.

Key Responsibilities
- Provide first line troubleshooting (root cause of problems) on the vast majority of standalone and connected products within the portfolio.
- 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 customer requirements to support the functional approach of the Solution Business Strategy.
- Liaise and report back to the 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.

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 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 innovative problem-solving.
- A high level of accuracy to provide relevant/timely information.
- The ability to achieve good results while 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/resolving 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)

Company Industry: IT - Hardware & Networking

Department / Functional Area: Service