The Field Service Specialist (FSS) is the senior technical expert within Canon's National Service Delivery Department, providing product leadership and technical expertise across a portfolio of Canon Professional Printing products throughout the UK and Ireland. As the primary escalation point for complex technical issues, the FSS is responsible for driving product performance, delivering advanced technical support, and leading root cause investigations to ensure exceptional customer outcomes. The role plays a critical part in maintaining the highest levels of service excellence for organizations that depend on Canon's industry-leading production print, document management, and workflow solutions. Working closely with regional specialists, field service engineers, Canon partners, Service Management, and other key stakeholders, the FSS will enhance service capability through coaching, mentoring, and the delivery of specialist technical training. The role also champions continuous improvement initiatives, helping to identify systemic issues, implement corrective actions, and share best practices across the service organization. Through strong technical leadership, collaboration, and customer focus, the Field Service Specialist drives operational excellence, improves product reliability, and contributes to a best-in-class service experience for customers across the UK and Ireland.
Responsibilities
- Develop and maintain expert-level knowledge of assigned Canon Production products and associated applications, taking personal responsibility for continuous learning and skill development to serve as the UK & Ireland's primary technical authority and trusted advisor for both customers and internal stakeholders.
- Own product launch process for assigned product, applications or systems to ensure service & support readiness for introduction into the marketplace. This may include sales events, prelaunch training development, product launch support.
- Continually assess the business training & development needs and propose new learning content.
- As training course director, the FSS will continually evaluate course learning objectives are in line with product capabilities, market and delegate needs and amend as required.
- Deliver training courses as and when required, either face to face, virtual or new methods.
- Effective management of product / technical escalation, ensuring OLA/SLA are adhered to and within policy guidelines. Escalate to and collaborate with Tier 4 and third party.
- Develop and execute product performance/profitability improvement programmes.
- Actively promote correct Health and Safety practices, modifications for Canon products and local legislation.
- Collaborate & encourage team working across service & support ensuring service standards, best practice and knowledge sharing across operations.
- Collaborate with regional service operations in support of engineer productivity and development needs. Supporting the Regional Support Specialists in their coaching and mentoring field development activity plans
- To participate periodically in project teams tackling more complex and strategic business issues in line with Service & Support Strategy
- Act as technical lead for installs/projects where required, particularly for newly launched products and/or where 3rd party finishing equipment is included.
- Manage modification and firmware update programmes, prioritising safety modifications and those that improve CUK profitability
- Build strong relationships with European NSOs to exchange best practices, support cross-border technical initiatives, and attend European training events, workshops, and seminars to enhance product expertise and service capability.
Qualifications
Canon Core Behaviours
Drive for results
Focus on the Customer
Take ownership and accountability
Act as a team player
Shows courage and conviction
People orientated
Caring for self and others
The salary for this role is £44,889 (d.o.e.), 25days a/l (not inc b/h), company car/allowance, Pension, plus other additional corporate benefits
Location – National
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