CE - Help Desk Engineer

Canon EMEA; United Arab Emirates; On-site; AED 60,000 - 120,000; Full time

Job summary

Canon EMEA is seeking a Service Engineer to provide remote technical support and handover to field engineers when needed. You will assist clients via phone and email, perform remote fault diagnosis, and contribute to proactive service and maintenance improvements for the printer portfolio.

The role emphasizes first-time fix rates, cost-effective labor use, and collaboration with account managers to identify potential maintenance contracts and sales leads.

Qualifications

• Engineering degree or diploma in electronics, mechanics or software.
• Experience in the service industry.
• Knowledge of health and safety guidelines.
• Strong fault-finding skills and technical aptitude.
• Excellent customer handling and communication abilities.
• Team player with focus on optimizing team output.
• Good commercial insight and business acumen.

Responsibilities

• Receive and log support calls via phone or email.
• Fix problems online using remote assistance to avoid onsite dispatch.
• Assign unsolved issues to Field Service Engineers and follow up.
• Provide first-line troubleshooting on printers in the portfolio.
• Aim for high first-time fix rate and minimize recalls.
• Update customers on complaint status until service closed.
• Suggest improvements to maintenance and repair practices.
• Look for opportunities to develop client business and liaise with account manager.
• Monitor e-maintenance portal and provide proactive service.
• Place toner orders and coordinate with operations for delivery.
• Communicate with sales contracts for potential leads (maintenance contracts).

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.