CE - Help Desk Engineer

Job Description

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

• 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.