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.
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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
<p>Closing Date - 3rd July<br /> <br /> Location – Ireland, East Coast/Dublin<br /> <br /> Salary – €45,498 – €48,026 (no bonus)</p><p><strong>Key Benefits</strong></p><p>25 days holiday (increasing to 27 with long service)<br /> <br /> Company vehicle</p><p>Company Pension Scheme</p><p>Life Cover for those in the Pension Scheme</p><p>Summer Hour policy</p><p>Awards programme</p><p><br /> <strong>No Agencies please</strong></p>
Further information
<p> </p><p>Competencies (From Job Family & Competency Dictionary) <br /> 1. Act as a Team Player. Individuals who demonstrate this competency are sensitive to the needs and opinions of others. They work collaboratively with others to build and maintain interpersonal alliances & partnerships.</p><p>2. Apply High Standards of Accuracy. Individuals who demonstrate this competency can be trusted to actively check for accuracy of data, messages and materials generated or received, before passing on.</p><p>3. Create Solutions to Problems. Individuals who demonstrate this competency will apply a logical approach to solving problems. They make rational and realistic decisions using knowledge, experience and the facts available to create sustainable solutions.</p><p>4. Drive for Results. Individuals who demonstrate this competency deliver what is agreed. They seek feedback to drive continuous improvement..</p><p>5. Focus on the Customer. Individuals who demonstrate this competency put themselves in the minds of the customer (external or internal or Canon partners). They understand customer needs and Canon from their point of view and create value by meeting both current and future needs, always striving to exceed expectations<br /> <br /> 6. Take Ownership and Accountability. Individuals who demonstrate this competency are trusted to deliver . They make realistic commitments and take personal responsibility and accountability for achieving them. </p>
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Canon is an equal opportunity employer. Canon recruits, employs, trains, compensates and promotes regardless of race, religion, national origin, sex, disability, age, veteran status or other protected status as required by law.
