CKA - Service Engineer , Riyadh - Saudi National

Role Overview

Service Engineer, Canon, Riyadh. Saudi National candidates.

Role Purpose

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.

Key Responsibilities

Technical Support & Troubleshooting

• Provide first-line troubleshooting and root cause analysis on the vast majority of standalone and connected products.
• Achieve a high first-time fix rate and minimum recalls with the most cost-effective use of labor time and parts.
• Deliver remote technical support using Canon remote assistance tools.

Inventory & Resource Management

• Optimize stock inventory, rotation, and balance against return to fit (RTF) visits.
• Maintain stock accuracy at 100%.
• Report labor and parts investment using CAESAR (Canon European Service Admin Coding) coding structure.

Customer Engagement & Account Management

• Fully understand customer requirements to support the functional approach of the Solution Business Strategy.
• Liaise and report back to relevant account managers on customer issues.
• 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 the client's business and liaise with the account manager accordingly.
• Give customer instruction and handle customer inquiries with professionalism.

Commercial 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.
• Ability to think outside the box when solving problems.
• High level of accuracy to provide relevant and timely information.
• Ability to achieve good results while working under pressure.
• Diplomacy and good communication skills.
• Good customer handling and communication skills.
• Team player that focuses on optimizing team output.
• Good commercial insight and business acumen.
• Demonstrates Canon Core Behaviors: drive for results, customer focus, ownership and accountability, team player, courage and conviction, people oriented, caring for self and others.
• Awareness to represent Canon as a company always through behavior, communication, and presentation/appearance.

Additional Information

Key Performance Indicators

• First time fix (FTF).
• Recall ratio (a call re-attended within 10 days of resolution).
• Stock 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).