Job Purpose and Summary

Be the technical subject matter expert & technical service specialist for the Canon Workspace range of copiers, MFPs and Scanners.

Support Canon Authorized Service Partners, dealers and distributors and the in-country service teams to maintain optimum performance of Canon Workspace products & solutions.

What we give

Implement best practices for trouble shooting & diagnostics, remote support for highest customer satisfaction

Achieve optimum costs for warranty spares and find ways to reduce the overall costs of service repair

Design and deliver technical trainings and continuous development initiatives for Canon in-country service specialists and authorized service partners

Support in-country teams for planning & executing onboarding process for new service partners & technicians

Have close communication and relationship to enhance the service deliverables to Canon customers with complete ownership & responsibility of Canon Workspace products & solutions

Support & guide in-Country teams & service partners for spares parts management and planning to ensure optimum in-country stock for spares are available & replenished to achieve high uptime of Canon B2B Workspace MIF

Accountable for educating and driving high online connectivity of Workspace devices in the field through Canon E-Maintenance & equivalent platforms with an aim to administer & achieve highest percentage of connectivity of all workspace devices sold & installed in the CCNA region.

Close engagement with all authorized service partners & dealers and their service teams through regular & planned partner meetings & market visits.

Maintain cordial and good relationships with all distributors & sales partners of the nominated countries through regular communication & meetings along with sales team to take feedback & corrective actions if required.

Accountable to improve overall quality of Service delivery through quick response rates & resolution times leading to high customer & partner satisfaction.

Report, recommend and take appropriate action regarding individual product performance, service marketing and service training matters.

Market the availability of quality Canon Service across the nominated regions and also drive new methods of service revenue generation through extended service packs when made available.

To contribute and plan, develop and implement any specific project or strategy assigned to enhance B2B service.

Take active role in self-development to enhance the quality of technical knowledge & skillsets through regular & continuous online courses on the Canon Development Hub & Percipio. Also attend any face2face classroom trainings on a time-to-time basis and as nominated by the Management.

Develop & Support Canon Authorized B2B Service partners and Canon Authorized Dealers to service & maintain for optimum performance of all B2B workspace products with superior uptime. This includes responsibility for managing, analyzing, documenting, testing, communicating, liaising, and ultimately solving customer problems

Implement actions leading towards better quality service delivery and achieving targets of key Service KPI’s
Set processes and systems in place for optimum spares parts availability through advanced forecasting and planning along with the In Country team & the Spares Demand Planner.
Take technical initiatives to prevent problems developing, and to minimize problems, which arises.
Address Customer complaints and also conduct Customer Satisfaction surveys.
Address key end user requirements and support sales Service Marketing
Provide technical assistance and support for Exhibitions, Seminars, Conferences & any Training of CCNA as required.
Maintain and update records in Shared locations etc. of B2B Service Department.
Prepare & submit regular monthly reports as required from time to time.
Carry out other duties and participate in Company Projects as requested by Service Manager.
To monitor, support and maintain the team values of the Service with Partners, Customers & within Canon.
To provide feedback and actions to develop the services provided by the Canon Team.
To provide feedback on team performance (informally and formally) as requested

Technical Support and development

Develop Technical skills for Canon Authorized Partners and Channel Service team by planning & facilitating regular Service Trainings and workshops on nominated products & solutions.
Provide remote or physical support to Canon sales partners and end-users using Canon systems.
Identify key support issues from those escalated, and propose actions to resolve, liaising with Canon Europe’s Technical Service Support personnel.
Visit end-user or distributor premises to investigate and resolve problems as necessary.
Evaluate, prioritize and respond to field suggestions and written enquiries.
Ensure that work processes and workflows exist for all Support related tasks.
Develop high quality diagnostics and trouble shooting habits are inculcated among service team & partners technicians to minimize costs of repair & high uptime & customer satisfaction.

What we ask

Degree/Diploma caliber individual with relevant and recognized formal qualifications.
Strong Technical knowledge and break fix, service experience (5 years minimum) coupled with the ability to relate technical information to non-technical people at all levels.
Previous experience of formal classroom training or high-level coaching is desirable.
Functional knowledge and/or understanding of Office Automation products such as copiers, printers, digital production presses, large format & wide format plotters etc.
Fluency in written and spoken English and Arabic.
Proficiency with MS Office applications, i.e. Word, Excel, PowerPoint
Business Management qualification is desirable.

You will need

Further information

Excellent analytical skills and a logical mind.
Motivation and aptitude to continuous learning as new technology & products are introduced.
Able to communicate, at times involving complex information, to individuals at all levels, internally and externally.
To be able to support and advise colleagues in a constructive way.
Ability to work on own initiative, self-motivated and to strict deadlines.
Ability to prioritize workload efficiently.
Flexibility to deal with changing requirements and travel requirements.

Physical Requirements

Diversity and Inclusion Jobs

CCNA – Technical Service Specialist, Workspace – Dubai – Dubai