Job Description
In this role you will be carrying out installation, service and repairs on a range of Canon Office Printers and Finishing products to a high standard. 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.
Responsibilities
Technical Service & Repair
* Diagnose and resolve technical faults quickly and effectively, minimising downtime.
* Utilise remote diagnostic tools for proactive monitoring, triage, visit preparation and incident avoidance.
* Apply the standard service incident approach, using logical fault analysis to resolve issues efficiently, leveraging resources such as knowledge databases, manuals, bulletins and collaboration with peers and Field service specialists to minimise downtime.
* Achieve high first‑time fix rates, minimising repeat visits and cost‑effective use of time and parts.
* Take full ownership of RTFs (Return to fit cases) ensuring timely resolution and clear communication.
* Maximise eMaintenance connections during site visits, utilising remote tooling and checking onsite consumable levels.
* Complete firmware upgrades and modifications to ensure the reliability and safety of devices.
* Advise customers on billable work outside of contract entitlements and obtain authorisation before proceeding.
* Escalate promptly when resolution isn't possible, following escalation and incident management processes to restore service quickly, minimise disruption and capture learnings for future cases.
Installation and Setup
* Set up, install and configure devices, ensuring full functionality and customer satisfaction when engineer onsite tasks required.
* Provide product instruction and training, advising how to configure, network devices as per advanced installation service (Print driver, scan to folder or scan to email, green button).
* Conduct user training sessions on proper use and maintenance.
* Deliver remote support for Standard installations when required.
Customer Engagement
* Represent Canon as a trusted advisor, maintaining a professional and customer focused mindset.
* Communicate clearly and provide accurate and understandable explanations on services performed and technical advice.
* Listen and act, ensure customer concerns are resolved or escalated appropriately.
* Identify, share and submit quality commercial opportunities, including sales and media leads.
Inventory & Parts Management
* Identify and order spare parts promptly and cost‑effectively with clear and accurate requirements, recording debriefs accurately and promptly.
* Maintain stock and manage inventory to control costs and support uptime.
* Carry out regular stock checks, SAPO and scheduled activities to keep organised and maintain the right parts for devices in your service area to maintain first time fix rates.
* Return unused and obsolete parts as per the returns process and non‑moving stock targets in a timely manner to mitigate CEL charges.
* Provide accurate data to Spares Inventory team to ensure all order requirements from alternative sources are achieved right first time.
* Utilise spares escalation process for high urgency, business critical service incidents.
Reporting And Compliance
* Complete accurate service reports, documentation, and update job status in the field service management system in line with company guidelines.
* Provide feedback on recurring issues to the Service Manager for proactive resolution.
* Ensure compliance with company policies and health and safety guidelines and standards, ensuring safe practices are followed during all activities.
* Complete annual health and safety audit and field accompaniment as instructed.
Continuous Improvement
* Stay current on new products, models, features and troubleshooting techniques.
* Participate in ongoing training and development programs or meetings to enhance your professional, technical skills and knowledge.
Qualifications
Salary up to £30,984 based on experience.
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
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