CE - Help Desk Engineer

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. 

• 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) 

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