Professional Print Service Engineer - Brentwood

As a Field Service Engineer (Brentwood, Essex), you will be responsible for maintaining, repairing, and servicing a range of Canon Production products including cut sheet ink jet, continuous feed ink jet products, toner mono and colour products, controllers, 3rd party and Canon pre and post equipment at customer sites.

Your role will require you to diagnose faults, install equipment, both onsite and remotely whilst providing excellent customer service.

You will play a crucial role in ensuring that our clients experience minimal disruption to their production through the effective maintenance and repair of their Production Print equipment.

As the Field Service Engineer, Brentwood Essex you will have the responsibility of providing a service in first line trouble shooting (root cause of problems) on Canon Professional Print equipment, working to strict service level agreements. You're key responsibilities will include but not be limited to:

On-Site Service and Repair:

• Diagnose technical faults and provide solutions, minimising downtime for customers.
• Achieve a high first-time fix rate and minimise downtime with the most cost-effective use of time and parts.
• Maintain ownership of RTFs to ensure consistent communication across all parties ensuring that every call is completed in a timely manner.
• Utilising remote tools to support incident avoidance, preparation, and remote monitoring of device performance.
• Make informed decisions to escalate when appropriate adhering to the escalation process to minimise the down time of devices and impact on customers, ensuring accurate records of maintenance and repair.

Installation and Setup:

• Install and configure new devices at customer premises, ensuring full functionality and customer satisfaction.
• Provide customer product instruction and training including how to install/advise how to configure/network device as per installation services (Product Specific)
• Conduct user training sessions on the proper use and maintenance of devices.
• On request be part of project teams for large complex installations

Customer Service:

• Act as the face of the company while on-site, always ensuring a professional and friendly demeanour.
• Provide clear communication to customers about the status of repairs or installations.
• Offer technical advice and answer customer queries to help optimise their use of the equipment.

Parts Management:

• Identify and order spare parts promptly and cost-effectively, with clear and accurate requirements, recording debriefs accurately and promptly.
• Maintain essential stock and manage inventory to control costs and support uptime.
• Carry out regular stock checks, SAPO and scheduled activities to keep organised and maintain the right parts for devices in your service area to maintain first time fix rates.
• Return unused and obsolete parts as per the returns process and non-moving stock targets in a timely manner to mitigate CEL charges.

• Utilise spares escalation process for high urgency, business critical service incident.

Reporting and Documentation:

• Complete service reports, documentation, and updates on job status using the company’s field service management system.
• Use online tools such as ADAM to record all service information.

• Provide feedback on recurring issues to the Service Manager for proactive problem resolution.

Compliance and Safety:

• Ensure all repairs and maintenance activities comply with industry standards and safety regulations.
• Conduct work in accordance with health and safety guidelines, ensuring safe practices are followed on-site.

Continuous Improvement:

• Stay up to date with industry trends, new products, and technological advancements.
• Participate in ongoing training and development programs to enhance your technical skills and knowledge.

To be successful in this role of a Field Service Engineer you will demonstrate the following skills and expertise:

Skills & Experience

• Previous/demonstrable experience as a field service engineer or in a similar role
• Strong mechanical and electrical troubleshooting skills
• Good understanding of IT/networking for device connectivity
• Experience and understanding of print industry - desirable
• Excellent communication and customer service skills.
• Valid driver’s license and willingness to travel.

• An understanding and awareness of company policies and Health & Safety Guidelines, including product safety checks.

• Basic IT qualification - Advantageous
• NVQ or equivalent in an electrical and/or mechanical discipline - highly advantageous

Canon Core Behaviours

• Drive for results

• Focus on the Customer

• Take ownership and accountability

• Act as a team player

• Shows courage and conviction

• People orientated

• Caring for self and others

The salary for this role is up to £35,273 (d.o.e.) Company Car, 25days a/l (not inc b/h), Pension, plus other additional corporate benefits

Location - Essex