Job Description
In this role you will be carrying out installation, service and repairs on a range of Canon Commercial Print Ink Jet Printers, as well as pre and post finishing equipment. 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 Commercial Print ink jet 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.
* This role also has the requirement to work a shift rotation
* 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 - £33,089 + Shift
Location – Essex