CCNA - Service Development Manager at Canon

About the job

• Develop & Support Canon distributors, channel partners and Canon end-users to achieve and maintain the optimum performance of nominated products. This includes responsibility of analyzing, documenting, testing, communicating, liaising, and ultimately solving customer problems. Report, recommend and take appropriate action regarding individual product performance, service marketing and service training.
• Expand service facilities across Nigeria and West Africa.
• Improve service deliveries leading to high customer satisfaction.
• Market Canon service across the nominated regions
• Design and deliver technical training on relevant Canon product as designated by the service manager
• To plan, develop and implement any specific project or strategy to develop the service provided by CCNA
• Identify and appoint new service partners
• Warranty spares parts logistics management for service partners

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 Service KPI’s
• Regular review of Service Partners.
• Identify and appoint new Service Partners
• Expand in-country Service presence in the nominated regions.
• Set processes and systems in place for optimum spares parts availability while entirely managing the warranty spare parts logistics.
• Take technical initiatives to prevent and minimize problems.
• Address customer complaints and start customer satisfaction measurement.
• Address end-user requirements and support sales 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 Service Marketing activities
• Plan Service Road shows and service promotion events.
• Provide technical assistance and support to training courses, exhibitions and seminars.

Technical Support and Development

• Develop technical skills of Canon Partners and Channel Service team by conducting Service Trainings and workshops on nominated products.
• Provide support to Canon distributors and end-users.
• 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 workflows exist for all Support related tasks

General

• Prepare weekly/Monthly reports to Head office
• Actively participate in cross functional projects and intitiatives as requested by Service Manager.

What We Ask

• Degree/Diploma with relevant and recognized formal qualifications.
• Business Management qualification is desirable.
• Overall 8-10 years of experience. Out of which technical knowledge and experience (2 years minimum) coupled with the ability to relate technical information to non-technical people at all levels.
• Previous experience of formal classroom training or high-level coaching is desirable.
• Functional knowledge and/or understanding of Consumer Printing products & Photo Video equipments.
• Fluency in written and spoken English is essential.
• Proficiency with MS Office applications, i.e. Word, Excel, PowerPoint.

You will need

• Excellent analytical skills and logical thinking.
• Learning agility
• Able to communicate, at times involving complex 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