Wide Format Service Engineer

Canon

12d•Remote

About The Position

In this role you will be carrying out installation, service and repairs on a range of Canon Wide Format Printers. Ensuring adherence to standard call procedures and maintaining quality standards. Achieving a high first-time fix rate and minimum return rates, focused on customer satisfaction and retention by delivering an exceptional service experience. The work is varied and so if you enjoy working in a fast-paced environment, being part of a team and have accurate and excellent time management skills, then this is a great opportunity to develop your career.

Requirements

NVQ or equivalent in an electrical and/or mechanical discipline.
Highly organised and enjoy providing excellent customer service.
Excellent planning and organisation skills.
Proactive and problem-solving skills and excellent time management skills allowing you to produce high levels of productivity.
Acts cost effectively.
Drive and determination to succeed.
Competent Service Engineer in a production/commercial environment with a passion for fault finding and resolution within electromechanical environments and relevant IT experience.
Understanding of health and safety guidelines.
Full UK driving license.

Nice To Haves

Capacity to work in an environment focused on superior customer service and continuous business performance improvement.
Excellent customer service and communication skills.
Being a team player, supporting colleagues and contributing to the team’s objectives, however equally able to work alone without daily guidance.
Remains calm under pressure and able to prioritise tasks and activities effectively.

Responsibilities

Providing a service in first line trouble shooting (root cause of problems) on Wide Format devices, working to strict service level agreements.
Achieving a high first-time fix rate and minimum recalls with the most cost-effective use of labour time and parts.
Communicating effectively to Canon’s customers and across internal Canon departments as required.
Making frequent contributions to the ongoing development of the team and overall service performance, including assisting / coaching / mentoring Service Engineers (dependent on grade).
Ensuring all post-sale field service requirements are met.
Providing technical escalation support for colleagues when required.
Ensuring all activities are recorded correctly in line with company guidelines.
Optimizing the customer stock inventory and rotation, and balancing this against return to fit (RTF) visits, as applicable.
Providing customer product instruction and training.
Advising the customer when chargeable work is required and seeking the required authorization prior to undertaking this activity.
Contributing to opportunities to improve maintenance and repair practices and modifications in the machine.
Signalling commercial opportunities to the Sales and Marketing department, preferably using the functionality provided via Laptop.
Fully complying with company policies and Health & Safety Guidelines, including product safety checks.
Taking further training to develop skills in this role.