وصف الوظيفة
Role Overview
Resident Engineer (CKSA), Canon, Riyadh.
Role Purpose
Provide on-site first-line troubleshooting and technical support for Canon's standalone and connected products, achieving high first-time fix rates while optimizing labor, parts, and inventory costs, and identifying commercial opportunities within client operations.
Key Responsibilities
Service Delivery
- Deliver first-line troubleshooting and root cause analysis on standalone and connected products within the portfolio.
- Achieve high first-time fix rates and minimize recalls through cost-effective labor and parts deployment.
- Provide customer instruction and support to resolve technical issues.
Reporting & Documentation
- Report labor and parts investment using CAESAR (Canon European Service Admin Coding) coding structure.
- Monitor counter-readings and document service metrics.
- Liaise with account managers and report back on customer issues and service outcomes.
Inventory & Operations
- Optimize stock inventory rotation and balance against return to fit (RTF) visits.
- Manage cost-effective resource allocation across service activities.
Commercial & Strategic Support
- Signal commercial opportunities to the Sales and Marketing department using Onsite-Insight.
- Identify super-users and provide appropriate training on Canon products, software, printer drivers, and features.
- Explore opportunities to develop other areas of client business and coordinate with account managers.
- Fully understand customer requirements to support the Solution Business Strategy functional approach.
Team & Performance Development
- Contribute to ongoing development of the service team and overall service performance.
- Act as a team player focused on optimizing collective team output.
Qualifications & Experience
- University Degree or Diploma in electronics, mechanics, or software.
- Relevant experience in the service industry.
- Experience understanding and following health and safety guidelines.
Skills & Competencies
- High technical aptitude with excellent fault-finding skills.
- Good customer handling and communication skills.
- Good commercial insight and business acumen.
- Drive for results and ownership of accountability.
- Focus on customer needs.
- Courage and conviction in decision-making.
- People-oriented approach.
- Awareness to represent Canon through behavior, communication, and professional presentation and appearance.
- Caring for self and others.
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