Overview
Job Purpose and Summary
Do you have a passion for delivering an excellent customer experience and want to be part of a dynamic and driven team? if the answer is yes, please read on….
Canon UK & Ireland are looking for a Field Engineer to join our Production Print team in Limerick – Dublin.
You will be part of an energetic and innovative environment with more than fifty different nationalities! in an environment that encourages continuous Learning and Development with a wide range of resources and support available on demand.
This role relates to the provision of field service and support to Inkjet/Toner production devices and customers, as defined in the DP&S Structure. This role predominantly relates to PP/CP/WF/LFP service and support. Given the need to optimise resources there may also be a lesser requirement to support “Workspace Engineer” activities. Progression thresholds from Workspace to Production Engineer, and within grades/zones are defined by Service Management and subject to change. This role provides on-site direction and technical and engineering support to customers for one or more professional/commercial/wide-format hardware products. Effectively carry out service calls, ensuring adherence to standard call procedure and maintaining quality standards. Achieve a high first-time fix rate, minimum recalls and maximise customer satisfaction and commercial
efficiency.
What we give
Here are some of the benefits we offer at Canon to support our employee’s wellbeing:
- Minimum of 25 days of personal holiday per year with up to 5 days of available holiday purchase
- Generous Pension Scheme
- Private Healthcare and wider medical plan
- Up to 38% Discount on Canon products
- Flexible benefits policy
- Free parking on site
- Excellent Subsidized restaurant
- Discounted rates at Nuffield Health Gym
- Partnership with Mental Health First Aid UK with a network of mental health champions
- Learning & Development Opportunities
You will be part of an energetic and innovative environment with more than 50 different nationalities at our state-of-the-art EMEA HQ at Stockley Park, Uxbridge.
We need people who can achieve the exceptional by working collaboratively, who have the courage to risk new ways of doing things and the ability to see the world the way their customers see it. We're looking for creative problem-solvers like you, someone who can ensure Canon stays ahead in an ever-changing world.
What we ask
Experience in customer interactive role on servicing of Production Toner/Inkjet/Wide Format printers. Hardware and software skills, experience and knowledge. Alternatively experienced on Canon Office products and demonstrates the enthusiasm, customer focus and technical ability to progress to the role of Production Engineer.
- Effective Break Fix Service, Fault Finding and device management including modification deployment and PMs, and for Production Devices
- Trained on Production Toner, Inkjet Wideformat & LFP devices and technologies as deemed required by Service Management .
- To Support Workspace Service on an ad-hoc basis as needs require.
- Be prepared to provide out of hours cover on a pre-notified and pre-agreed basis based on adhoc or contractual customer requirements
- Contributes on major installs and projects in conjunction with key stake holders.
- Is able to demonstrate the ability to resolve complex problems outside of the normal fault-finding process.
- Site responsibility duties-Supports ASM as needed in customer interactions, training customers in product usage, maintenance and advanced applications of products.
- Manages stock checks for nominated customers. Optimize the car-stock inventory and rotation, and balance this against return to fit (RTF) visits, as applicable.
- Advance notice Overseas Activities: Undertake training, support UK&I Installations, and potential decomms
- Demonstrate commercial awareness – understands the need to increase total billable volume. ·
- Supports the customer and colleagues by taking ownership of technical problems and sees them through to a satisfactory conclusion.
- Awareness and understanding of Canon’s contractual obligations, the generic service level agreement.
- Demonstrates high level of proactive customer interaction to bring added value.
- Implement Escalation procedures as per policy and when required provide technical escalation support for colleagues, Senior CP/PP Engineer and FSS
- Ensure all activities are recorded correctly in line with company guidelines
- Maintains close working relationship with the TT&S department and other key stakeholders. ·
- Identifies performance improvement opportunities and has the ability to work unsupervised
- Advise the customer when chargeable work is required and seek the required authorization prior to undertaking this activity
- Fully comply with company policies and Health & Safety Guidelines (following the local legislation) ·
- Completion of Production specific site survey documentation
- Environmental assessment awareness (humidity, airflow, temperature) .
- Liaise with third party finishing service providers to resolve our customer issues
- Able to take and interpret data and machine traces.
You will need
Salary – Up to €45,498 – €48,026 dependent on experience (no bonus) + Company vehicle
Office: Limerick / Dublin
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Further information
You will be able to demonstrate the following competencies:
- Focus on the Customer
- Drive for Results
- Acts as a Team Player
- Create Solutions to Problems
- Take Ownership & Accountability
Contracted hours are 37.5 hours over 5 days. This role is primarily office based, with the ability to work from home two-days per week. A level of flexibility is desired to support the varying needs of the showroom. Job sharing can also be considered.