CE - Help Desk Engineer

Canon Inc.; Dubai; On-site; AED 90,000 - 150,000; Full time

Job summary

Canon Inc. is seeking a Service Engineer based in Dubai to provide remote and phone-based support, ensuring excellent customer guidance and cost-effective maintenance of Canon hardware.

You will troubleshoot, upgrade firmware, and manage remote assistance to minimize on-site dispatches. Responsibilities include logging calls, using remote tools, assigning complex cases, and maintaining strong communication with clients and sales teams.

Qualifications

• Engineering degree or diploma in electronics, mechanics or software.
• Strong fault‑finding and diagnostic skills.
• Experience with health and safety guidelines in service work.
• Excellent customer handling and communication abilities.
• Team player with business acumen and proactive approach.

Responsibilities

• Receive and log SMS/ support calls from clients via phone or email.
• Use Canon remote tools to fix issues online to minimize on-site visits.
• Assign unresolved cases to Field Service Engineers and monitor dispatch.
• Provide first-line troubleshooting on printers within the portfolio.
• Aim for high first-time fix rate and cost-efficient labour use.
• Update customers on complaint status until service request closure.
• Suggest maintenance improvements and product modifications.
• Coordinate with account managers for potential sales leads.

Skills

Fault finding

Customer handling

Communication skills

Team player

Problem solving

Education

Engineering Degree or Diploma (electronics, mechanics and software)

Tools

Canon remote assistance tools

Job description

Job Description:

As a Service Engineer based on the help desk, you will provide technical help over the phone and virtually ensure that excellent customer service and customer guidance are given.

And to cost effective maintenance and optimizing 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.

Responsibilities

• To receive and log in system management system (SMS) support calls from clients via telephonic calls or email.

• Call clients and use canon remote assistance tools to fix the problem online to avoid calls dispatching (i.e. Sending engineer onsite) as much as possible.

• Assign calls that are not solvable online to Field Service Engineers and follow up with Service Supervisor to ensure dispatching and call handling.

• To provide first line trouble shooting (root cause of problems) on the printers within the portfolio

• To achieve a high first-time fixed rate and minimum recalls with the most cost-effective use of labour time and parts

• Update customers regarding complaint status, until closing of service request

• Contribute suggestions to improve maintenance and repair practices and modifications of products

• Look for opportunities to develop other areas of the client’s business and liaise with the account manager accordingly.

• Carries out any other duties as directed by service management

• Monitor e-maintenance portal and provide proactive service to the client.

• Place order of toners to FSMA/MPS clients and ensure proper follow-up with business ops for delivery.

• Communicate with sales contracts and sales coordinators for potential sales leads (maintenance contract, trade-in)

Qualifications

Must 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

Competencies required:

• Able 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/timely information
• The ability to get good results whilst working under pressure

• Diplomacy and good communication skills

Requirements: