CE - Resident Engineer - Abu Dhabi

Role Overview

Resident Engineer – Abu Dhabi at Canon. You will provide cost-effective maintenance and optimize the technical performance of hardware products in the portfolio, including maintenance and upgrading of firmware and product-related applications via remote technical support using Canon remote assistance tools.

Role Purpose

To deliver first-line troubleshooting and root-cause analysis on standalone and connected products, achieve high first-time fix rates with minimal recalls, and maximize cost-effective use of labor and parts while supporting Canon's Solution Business Strategy and identifying commercial opportunities.

Key Responsibilities

Technical Support & Troubleshooting

• Provide first-line troubleshooting and root-cause analysis 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.
• Perform maintenance and upgrading of firmware and product-related applications via remote technical support using Canon remote assistance tools.

Reporting & Administration

• Report labor and parts investment data using CAESAR (Canon European Service Admin Coding) coding structure.
• Liaise and report back to relevant account managers on customer issues.

Inventory & Operations

• Optimize stock inventory and rotation while balancing return-to-fit (RTF) visits.

Customer & Account Management

• Fully understand customer requirements to support the functional approach of the Solution Business Strategy.
• Identify super-users and provide appropriate training on Canon products installed and software, including printer drivers and features.
• Look for opportunities to develop other areas of clients' business and liaise with account managers accordingly.
• Good customer handling and communication skills; able to give customer instruction.

Commercial Opportunity & Performance Development

• Signal commercial opportunities to the sales and marketing department using OnSite-InSight.
• Make contributions to the ongoing development of the team and overall service performance.

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.
• Current GCC driving license.

Skills & Competencies

• High technical aptitude with excellent fault-finding skills.
• Able to work on own initiative and in a team environment.
• The ability to think outside the box while solving problems; innovative.
• A high level of accuracy to provide relevant and timely information.
• The ability to get good results whilst working under pressure.
• Good communication skills.
• Team player that focuses on optimizing team output.
• Good commercial insight and business acumen.
• Awareness to represent Canon as a company always through behavior, communication, presentation, and appearance.