Job Purpose and Summary As a Service Engineer, you will provide cost effective maintenance, andoptimizing the technical performance of Hardware of products in the portfolio including maintenance and upgrading of Firmware (product system software) and product related applications via remote technical support using canon remote assistance tools. What we giveTo provide first line trouble shooting (root cause of problems) on the vast majority of standalone and connected Products within their portfolio. To achieve a high first-time fix rate and minimum recalls with the most cost-effective use of labor time and parts. Report on a visit-by-visit basis about labor and parts investment, counter-reading by using CAESAR (Canon European Service Admin Coding) coding structure. Optimize the car-stock inventory and rotation and balance this against return to fit (RTF) visits. Signal commercial opportunities to the sales and Marketing department by using ‘OnSite-InSight’. Make contributions to the ongoing development of the team and overall service performance. Fully understand the customer requirements to support the functional approach of the Solution Business Strategy. Liaise and report back to relevant account manager on customer issues. Identify super-users and provide appropriate training on Canon products installed and software as appropriate, including printer drivers and features. Look for opportunities to develop other areas of the clients business and liaise with the account manager accordingly. *The above statements are intended to describe the general nature and levels of work being performed as assigned for this job. This is not intended to be an exhaustive list of all. What we askMust have/be: Engineering Degree or Diploma (electronics, mechanics and software) Relevant experience in the service industry Experience in understanding and following health and safety guidelines Demonstrates a high technical aptitude with excellent fault-finding skills Good customer handling and communication skills. Able to give customer instruction. Team player that focuses on optimizing the team output Good commercial insight and business acumen Awareness to represent Canon as a company always (behavior, communication and presentation / appearance) Current GCC driving license You will need KPIs set but not limited to Average number of field calls First time fix (FTF) Recall ratio (a call that is re-attended within 10 days of resolution) Car kit accuracy to be 100% resolution time (time between logging the call and closing/resolve 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) *the above the core KPIs and there maybe others based on business requirements Variable Compensation: Commission OTHER INFORMATION To oversee sales deals of Canon Saudi Arabia (CKSA) core products (I.e. Document Solutions (DS) ++: Office + Entry Professional Print (PP); Large Format Print (LFP); Technical Document Solutions (TDS) (B/W Large Format Plotters (LFP); uF (Uniflow) and 3rd party https://www.canon-emirates.ae/business Further informationAble to work on own initiative and in a team environment. The ability to ‘think outside the box’ for when solving problems – innovative. A high level of accuracy to provide relevant/timelyinformation The ability to get good results whilst working under pressure Diplomacy and good communication skills