Service Development Manager at Canon

 Job Description

Job Purpose and Summary

• Support Canon distributors, Channel Partners 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.
• Report, recommend and take appropriate action regarding individual product performance, technical marketing and technical training matters.
• Design and deliver technical training on relevant Canon Product as designated by the Service Manager
• To develop improved service delivery in line with CCNA requirements.
• To plan, develop and implement any specific project or strategy to develop the service provided by CCNA.
• Develop Service after Sales business in nominated regions

What we give
With Canon, you'll get the support and encouragement you need to grow, from people who share your ambition. We'll invest in your professional development to help you learn and progress in your role with us. You'll find leaders who give you the freedom to explore new things and a team where knowledge is shared openly.

Service Delivery Improvement

• Implement actions leading towards better quality service delivery and achieving targets of key Service KPI’s
• Expand in country Service presence in the nominated regions.
• Set processes and systems in place for spares availability.
• Take technical initiatives to prevent problems developing, and to minimize problems, which arises.
• Address Customer complaints and start Customer Satisfaction measurement

Service Marketing

• Identify, Plan and implement service marketing events to promote Canon Service in country.
• Recommend, prepare and action service seminars, individually, or in liaison with other Canon Technical, Sales or Marketing staff, as required.
• Plan for ATL and BTL Marketing activities
• Plan Service road shows and service promotion events.
• Provide technical assistance and support to Training Courses, Exhibitions and Seminars carried out by other departments of CCNA as required.

Technical Support and Development

• Develop Technical Skills for Canon Partners and Channel Service team by conducting Service Trainings and workshops on nominated products
• 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, CCNA Technical Specialist or 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.
• Maintain and update Service records.
• Ensure that work processes and work flows exist for all Technical Support Specialist related tasks

General

• Maintain and update records in Shared locations etc. of Technical Department.
• Carry out other duties and participate in Company Projects as requested by Service Manager Manager.

Service Team Support
To monitor, support and maintain the team values of the technical team in the department and within CCNA
To provide feedback and actions to develop the services provided by the CCNA Technical Team.

Management Support
To monitor, support and maintain the team values of the technical team in the department and within CCNA
To provide feedback and actions to develop the services provided by the CCNA Technical Team.

What we ask
We need people who can achieve the exceptional by working collaboratively, who have the courage to risk new ways of doing things and the ability to see the world the way their customers see it. We're looking for creative problem-solvers like you, someone who can ensure Canon stays ahead in an ever-changing world.

Interpersonal Requierements

• 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
• To be able to deputize for Service Manager

Physical Requierements

• Lifting/moving machines.
• Frequent overseas travel and periods away from home on a short notice

Previous Experience & Education

• Degree/Diploma caliber individual with relevant recognised formal qualifications very desirable.
• 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 Large format, High speed cutsheet and flatbed digital printer products will be useful.
• Fluency in written and spoken English essential, knowledge of Spoken Arabic or French is an advantage.
• Professional appearance, attitude and communication style.
• Familiarity with MS Office applications, i.e. Word, Excel, PowerPoint.

You will need

• Ability to work on own initiative, self-motivated and to strict deadlines.
• Ability to prioritize workload efficiently.
• Flexibility to deal with changing requirements
• Customer Focus