CE - Help Desk Engineer

Role Overview

CE - Help Desk Engineer at Canon. You will provide technical support over the phone and virtually to ensure excellent customer service and product guidance.

Role Purpose

Deliver first-line remote technical support to resolve Canon product issues efficiently, maintain hardware performance and firmware updates, and escalate complex cases to Field Service Engineers while optimizing cost-effective service delivery.

Key Responsibilities

Service Delivery & Support

• Receive and log support calls from clients via phone or email into the system management system (SMS).
• Call clients and use Canon remote assistance tools to fix problems online and avoid on-site engineer dispatch when possible.
• Provide first-line troubleshooting and root cause analysis on printers within the portfolio.
• Update customers regarding complaint status until closure of the service request.
• Monitor the e-maintenance portal and provide proactive service to clients.

Technical Performance & Maintenance

• Optimize technical performance of hardware products and maintain firmware (product system software) and product-related applications via remote technical support using Canon remote assistance tools.
• Achieve a high first-time fixed rate and minimum recalls with cost-effective use of labour time and parts.

Escalation & Coordination

• Assign calls that are not solvable online to Field Service Engineers.
• Follow up with Service Supervisor to ensure dispatching and call handling.

Operations & Business Support

• Place orders of toners to FSMA/MPS clients and ensure proper follow-up with business operations for delivery.
• Communicate with sales contracts and sales coordinators for potential sales leads (maintenance contract, trade-in).
• Look for opportunities to develop other areas of the client's business and liaise with the account manager accordingly.

Continuous Improvement

• Contribute suggestions to improve maintenance and repair practices and product modifications.
• Carry out any other duties as directed by service management.

Qualifications & Experience

• Engineering Degree or Diploma in electronics, mechanics or software.
• Relevant experience in the service industry.
• Experience in understanding and following health and safety guidelines.

Skills & Competencies

• 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.
• Ability to work on own initiative and in a team environment.
• Ability to think outside the box when solving problems; innovative approach.
• High level of accuracy to provide relevant and timely information.
• Ability to deliver good results whilst working under pressure.
• Diplomacy and strong communication skills.