• Technical Support Specialist

    CANON Middle East
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Job Description

Job Purpose and Summary 1. To support Canon distributors and Canon end-users to achieve and maintain the optimum performance of nominated products. This includes responsibility for analyzing, documenting, testing, communicating, liaising and ultimately solving product problems. Problem resolution will be either from technical specialists own knowledge or by appropriate and timely escalation to other Quality Assurance functions. 2. Report, recommend and take appropriate action regarding individual product performance, technical marketing and technical training matters. 3. Design and deliver technical training on low to heavy duty Large Format and high volume cut sheet production systems as designated by the Technical Services Manager. 4. To Train, control, monitor and support the day to day technical support from CME Technical department and staff. 5. To develop improved service delivery in line with CME requirements. 6. To plan, develop and implement any specific project or strategy to develop the service provided by CME. Responsibilities and Tasks Quality and technical assurance of products - Assess and report on the performance of specified products. - Ensure the Technical training material is prepared and the delivery quality of information is met as per Canon Standards. - Recommend and action suggestions to ensure that those products perform reliably and efficiently. - Take technical initiatives to prevent problems developing, and to minimize problems, which arises Service Support - Monitor, and distribute all support information in accordance with standard procedures. - Recommend, prepare and action service seminars, individually, or in liaison with other Canon Technical, Sales or Marketing staff, as required. - Liaise with the Health and Safety coordinator to provide advice on and resolve queries relating to technical safety standards. - Prompt escalation to next level and field support in case of major escalation Technical Assistance - Provide telephone or written support to Canon distributors and end-users using Canon systems. - Identify key support issues from those escalated, and propose actions to resolve, liaising with other Canon personnel as appropriate (for instance, Canon Europe’s Technical Service Support personnel). - Visit end-user or distributor premises to investigate and resolve problems as necessary. - Evaluate, prioritize and respond to field suggestions and written enquiries Marketing Support - Interface with Marketing and Product Departments of Canon ME, Canon Europe, and other relevant companies to assess and report on viability of new products, peripherals and accessories, and their technical suitability to the Middle East Market. - Take overall technical responsibility for assigned products. - Provide technical assistance and support to Training Courses, Exhibitions and Seminars carried out by other departments of CME as required. - Agree and implement appropriate machine modification programmes, through effective liaison with TSS and with Canon distributors. Technical Training - Attend training courses on nominated products as required. - Write effective training courses for nominated products, to include, visual aids, practical exercises, and means to check understanding. - Effectively deliver training courses to distributors’ personnel, at suitable locations in UAE or abroad. - Maintain and update training records. - Ensure that work processes and work flows exist for all Technical Support Specialist related tasks General - Maintain and update records, filing system etc. of Technical Department. - Carry out other duties as requested by Technical Manager. - To undertake any project directed by the Technical Manager - To provide feedback on team performance (informally and formally ) as requested Management Support - To monitor and support the technical team in the SSD department within CME - To provide feedback and actions to develop the service’s provided by the CME Technical team. - Carry out other duties as requested by Technical Manager. Required Skills and Qualifications Previous Experience, Education - High level of technical knowledge and experience (5 years minimum) coupled with the ability to relate technical information to non-technical people at all levels. - Previous experience of formal classroom training desirable or high level coaching. - Functional knowledge and or understanding of Canon products useful. - Fluency in written and spoken English, French & Arabic . - High level of written and spoken communications required Interpersonal Skills - Excellent analytical skills and a logical mind - Motivation and aptitude to continue learning as new technology is introduced. - Able to communicate, at times involving complex technical information, to individuals at all levels, internally and externally. - To be able to support and advise colleagues in a constructive way Competencies - High level of customer focus - Create innovative solutions - Create Customer value - Team player - Effective Communicator Further Information Mandatory: - Prior experience on low to heavy duty Large Format and high volume cut sheet production printers. - Fluency in written and spoken English, French & Arabic Passionate about imaging, passionate about you Wherever your journey at Canon begins, there are plenty of ways you can develop your career. For some people, it can mean taking advantage of our network across Europe, the Middle East and Africa. For most, it involves taking every single opportunity to drive yourself and our business forward. realizing your potential is achievable in our environment of mutual trust and respect, where you are given the freedom to do your best, and where we all work towards the same common goals. You’ll be one of 17.000 valued employees across the region all of whom share a heritage of innovation, value the spirit of our company, and have a real passion and pride in what we do. You can.

Profile Summary

Type:Company Job

Eligibility:Bachelor's Degree, Master's Degree

Industry:Real Estate/Property

Function:Accounts / Finance / Tax / CS / Audit

Deadline:17th Jun 2018

Company Profile

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