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.
Responsibilities
- You will have the responsibility of providing a service in first line trouble shooting (root cause of problems) on Wide Format devices, working to strict service level agreements.
- Your challenge is to achieve a high first-time fix rate and minimum recalls with the most cost-effective use of labour time and parts.
- Using your excellent communication skills to communicate effectively to Canon’s customers and across internal Canon departments as required.
- Being part of the team, we encourage you to make frequent contributions to the ongoing development of the team and overall service performance, including assisting / coaching / mentoring Service Engineers (dependent on grade). Your manager will provide you with the support and guidance so you can excel in your role.
- Ensue all post-sale field service requirements are met.
- When required provide technical escalation support for colleagues.
- Ensure all activities are recorded correctly in line with company guidelines.
- Optimize the customer stock inventory and rotation, and balance this against return to fit (RTF) visits, as applicable.
- To provide customer product instruction and training.
- Advise the customer when chargeable work is required and seek the required authorization prior to undertaking this activity.
- Contribute to opportunities to improve maintenance and repair practices and modifications in the machine.
- Make frequent contributions to the on-going development of the team and overall service performance.
- Canon encourages you in signalling commercial opportunities to the Sales and Marketing department. This is preferably done using the functionality provided via Laptop.
- For your safety we ask you must fully comply with company policies and Health & Safety Guidelines, including product safety checks.
- Self-Development is important at Canon, and you will be encouraged to take further training to develop your skills in this role
- Capacity to work in an environment focused on superior customer service and continuous business performance improvement.
- Your excellent customer service and communication skills are important for you to excel in this role. Being a team player, you support colleagues and contribute to the team’s objectives, however equally you are able to work alone without daily guidance.
- Remains calm under pressure and able to prioritise tasks and activities effectively.
- NVQ or equivalent in an electrical and/or mechanical discipline.
- You’ll be 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.
- You are already a competent Service Engineer in a production/commercial environment who has a passion for fault finding and resolution within electromechanical environments and relevant IT experience.
- Understanding of health and safety guidelines.
- Full UK driving license
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
Salary - £35,273 (plus company vehicle and an excellent benefits package)
Location – London/South East
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