As a Service Engineer based on the help desk, you will provide technical help over the phone and virtually ensure that excellent customer service and customer guidance are given.
And to cost effective maintenance and optimizing the technical performance of Hardware of products in the portfolio including maintenance and upgrading of Firmware (product system software) and product related applications via remote technical support using canon remote assistance tools.
ResponsibilitiesTo receive and log in system management system (SMS) support calls from clients via telephonic calls or email.
Call clients and use canon remote assistance tools to fix the problem online to avoid calls dispatching (i.e. Sending engineer onsite) as much as possible.
Assign calls that are not solvable online to Field Service Engineers and follow up with Service Supervisor to ensure dispatching and call handling.
To provide first line trouble shooting (root cause of problems) on the printers within the portfolio
To achieve a high first-time fixed rate and minimum recalls with the most cost-effective use of labour time and parts
Update customers regarding complaint status, until closing of service request
Contribute suggestions to improve maintenance and repair practices and modifications of products
Look for opportunities to develop other areas of the client’s business and liaise with the account manager accordingly.
Carries out any other duties as directed by service management
Monitor e-maintenance portal and provide proactive service to the client.
Place order of toners to FSMA/MPS clients and ensure proper follow-up with business ops for delivery.
Communicate with sales contracts and sales coordinators for potential sales leads (maintenance contract, trade-in)
Must have/be:
- Engineering Degree or Diploma (electronics, mechanics and software)
- Relevant experience in the service industry
- Experience in understanding and following health and safety guidelines
- Demonstrates a high technical aptitude with excellent fault-finding skills
- Good customer handling and communication skills. Able to give customer instruction.
- Team player that focuses on optimizing the team output
- Good commercial insight and business acumen
Competencies required:
- Able to work on own initiative and in a team environment.
- The ability to ‘think outside the box’ for when solving problems – innovative.
- A high level of accuracy to provide relevant/timely information
- The ability to get good results whilst working under pressure
Diplomacy and good communication skills
Skills Required
- Engineering degree or diploma in electronics, mechanics, or software
- Relevant experience in the service industry
- Experience understanding and following health and safety guidelines
- High technical aptitude and excellent fault-finding skills
- Good customer handling and communication skills, including customer instruction
- Team-oriented approach focused on optimizing team output
- Good commercial insight and business acumen
- Ability to work independently and in a team environment
- Innovative problem-solving ability
- High accuracy in providing relevant and timely information
- Ability to achieve results under pressure
- Diplomacy and good communication skills
Canon Inc. Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Canon Inc. and has not been reviewed or approved by Canon Inc..
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Healthcare Strength — Health coverage spans comprehensive medical, dental, and vision options in the U.S., alongside added support via a dedicated health insurance society in Japan. Wellbeing resources and personal health consultant access are also highlighted within certain plans.
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Retirement Support — Retirement programs include a 401(k) with company match in the U.S. and corporate pension arrangements in Japan. Disclosures describe both defined-benefit and defined-contribution elements that supplement national systems.
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Parental & Family Support — Family-support policies in Japan extend childcare leave, caregiver leave, and reduced-hour schedules beyond legal minimums. Several group companies have earned government accreditation for family-friendly practices and promote active paid-leave usage.
Canon Inc. Insights
What We Do
Canon Inc., headquartered in Tokyo, Japan, is a leader in the fields of professional and consumer imaging equipment, industrial equipment and information systems. Canon’s extensive range of products includes production printers, multifunction office systems, inkjet and laser printers, cameras, video and cinematography equipment, network cameras, medical systems and semiconductor-manufacturing equipment. Originally established in 1937 as Precision Optical Industry, Co., Ltd., a camera manufacturer, Canon has successfully diversified and globalized to become a worldwide industry leader in professional and consumer imaging systems and solutions. With approximately 180,000 employees worldwide, the Canon Group includes manufacturing and marketing subsidiaries in Japan, the Americas, Europe, Asia and Oceania; and a global R&D network with companies based in the United States, Europe, Asia and Australia. Visit the Canon Inc. website at: global.canon
