Summary
Canon Middle East is hiring a Help Desk Engineer in Dubai to provide remote technical support and customer guidance. The role involves diagnosing printer issues, maintaining hardware, upgrading firmware and applications, and logging and following up on support requests. The engineer will route unresolved cases to field service teams, monitor the e-maintenance portal, and coordinate toner orders and potential sales leads. Applicants need an engineering degree or diploma in electronics, mechanics or software, relevant service industry experience, and strong troubleshooting and communication skills.
The posting
As published on canon-me.com. Pulled from the employer's site and shown as they wrote it.
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.
Responsibilities
To 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)
Qualifications
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