CE - Resident Engineer - Dubai

Role Overview

Resident Engineer position at Canon in Dubai, providing cost-effective maintenance and technical optimization of hardware products including firmware upgrades and product-related applications via remote technical support using Canon remote assistance tools.

Role Purpose

Deliver first-line troubleshooting and remote technical support for Canon's product portfolio, maximizing first-time fix rates while minimizing costs and recalls through efficient use of labor, parts, and inventory management.

Key Responsibilities

Technical Support & Troubleshooting

• Provide first-line troubleshooting and root cause analysis on standalone and connected products within the portfolio.
• Achieve a high first-time fix rate and minimize recalls with cost-effective use of labor time and parts.
• Maintain and upgrade firmware and product-related applications via remote technical support.

Operations & Reporting

• Report labor and parts investment using CAESAR (Canon European Service Admin Coding) coding structure.
• Optimize stock inventory rotation and balance against return to fit (RTF) visits.
• Report back to relevant account managers on customer issues and resolution.

Commercial & Strategy

• Signal commercial opportunities to the sales and marketing department using OnSite-InSight.
• Fully understand customer requirements to support the functional approach of the Solution Business Strategy.
• Identify opportunities to develop other areas of client business and liaise with account managers accordingly.

Customer & Team Development

• Identify super-users and provide appropriate training on Canon products, software, printer drivers, and features.
• Make contributions to ongoing development of the team and overall service performance.
• Act as a team player focused on optimizing team output.

Qualifications & Experience

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

Skills & Competencies

• High technical aptitude with excellent fault-finding skills.
• Strong customer handling and communication skills with ability to provide customer instruction.
• Ability to work on own initiative and in a team environment.
• Innovative problem-solving and ability to think outside the box.
• High level of accuracy in providing relevant and timely information.
• Ability to deliver strong results while working under pressure.
• Good commercial insight and business acumen.
• Awareness to represent Canon as a company always through behavior, communication, presentation, and appearance.