Remote Printer Support 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

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.