وصف الوظيفة
Role Overview
Resident Engineer, Canon, Riyadh. Saudi National only.
Company Overview
Canon core behaviours include drive for results, focus on the customer, take ownership and accountability, act as a team player, show courage and conviction, people orientation, and caring for self and others. Candidates must demonstrate awareness to represent Canon as a company always through behaviour, communication, and presentation/appearance.
Role Purpose
To provide first-line troubleshooting and root cause analysis on standalone and connected products within the portfolio, achieving high first-time fix rates while optimizing labour cost, parts investment, and inventory management. Support the Solution Business Strategy through understanding customer requirements and identifying commercial opportunities.
Key Responsibilities
Field Service & Technical Support
- 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 minimize recalls using the most cost-effective labour time and parts allocation.
- Demonstrate excellent fault-finding skills and high technical aptitude.
Reporting & Administration
- Report labour and parts investment using CAESAR (Canon European Service Admin Coding) coding structure.
- Provide counter-readings and maintain accurate documentation of service activities.
Inventory & Operations
- Optimize stock inventory rotation and balance against return to fit (RTF) visits.
Commercial & Sales Support
- Signal commercial opportunities to the sales and marketing department using Onsite-Insight.
- 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.
Account & Customer 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.
- Provide customer instruction and demonstrate good customer handling and communication skills.
Team 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
- University degree or diploma in electronics, mechanics, or software.
- Relevant experience in the service industry.
- Experience in understanding and following health and safety guidelines.
Skills & Competencies
- High technical aptitude with excellent fault-finding skills.
- Good customer handling and communication skills.
- Team player with focus on optimizing team output.
- Good commercial insight and business acumen.