Overview
Job Purpose and Summary
This role relates to the provision of field service and support of continuous/cut-sheet Inkjet/Toner production devices and customers, as defined in the DP&S Structure. 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.
Â
What we give
· Effective Break Fix Service, Fault Finding and device management including modification deployment and PMs, and for Production Devices
· Trained on, high-volume Inkjet (continuous and cut-sheet), Production Toner, Wideformat & LFP devices and technologies as deemed required by Service Management
· 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 Specialist
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.
What we ask
Personal Specification e.g. Technical skills, knowledge, experience required
Experience in customer interactive role in servicing of Production Toner/Inkjet/Wide Format printers. Hardware and software skills, experience and knowledge. Previous experience on continuous print systems is an advantage
You will need
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.
Further Information
Have we piqued your interest? We look forward to meeting you soon!
