CKA - Service Engineer , Riyadh - Saudi National

Role Overview

Service Engineer, Canon, Riyadh. Saudi National required.

Role Purpose

Provide cost-effective maintenance and optimize the technical performance of hardware products in the portfolio through maintenance and upgrading of Firmware and product-related applications via remote technical support using Canon remote assistance tools.

Key Responsibilities

First-Line 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 rapid resolution time between logging the call and closing or resolving the issue.

Remote & On-Site Support

• Deliver remote technical support using Canon remote assistance tools.
• Provide customer instruction and technical guidance during support interactions.
• Identify super-users and provide appropriate training on Canon products installed and software, including printer drivers and features.

Commercial & Reporting

• Report labor and parts investment using CAESAR (Canon European Service Admin Coding) coding structure.
• Signal commercial opportunities to the sales and marketing department by using OnSite-InSight.
• Optimize stock inventory rotation and balance this against return to fit (RTF) visits to achieve 100% stock accuracy.
• Liaise and report back to relevant account managers on customer issues.

Customer & Account Development

• Fully understand customer requirements to support the functional approach of the Solution Business Strategy.
• Look for opportunities to develop other areas of the client's business and liaise with the account manager accordingly.

Team & Service Development

• Make contributions to the 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 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.
• Good customer handling and communication skills.
• Diplomacy and good communication skills.
• Good commercial insight and business acumen.
• Demonstrates awareness to represent Canon as a company always through behavior, communication, presentation, and 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 or resolving the issue).
• Number of satisfaction surveys received in a quarter (to be set by local service manager).
• Customer satisfaction (scaled across all engineers, not per individual).

Canon Core Behaviors

• Drive for results.
• Customer focus.
• Ownership and accountability.
• Team player.
• Courage and conviction.
• People orientated.
• Caring for self and others.