CKA Service Engineer Saudi National Required

About the Role

Canon EMEA is seeking a CKA Service Engineer to join their team in Makkah, with operations covering Jeddah and Makkah. This full-time role focuses on providing effective maintenance and optimizing the technical performance of hardware products within the Canon portfolio. The position requires 0-1 years of experience.

Role Responsibilities

The Service Engineer will be responsible for a range of technical and customer-focused tasks, ensuring optimal product performance and customer satisfaction. Key responsibilities include:

• Providing first-line troubleshooting to identify the root cause of problems for standalone and connected products.
• Achieving a high first-time fix rate and minimizing recalls through efficient use of labor time and parts.
• Reporting on labor and parts investment, and counter-reading using the CAESAR (Canon European Service Admin Coding) structure.
• Optimizing stock inventory, rotation, and balancing this against return to fit (RTF) visits.
• Signaling commercial opportunities to the sales and marketing department using 'OnSite-InSight'.
• Contributing to the ongoing development of the team and overall service performance.
• Understanding customer requirements to support the functional approach of the Solution Business Strategy.
• Liaising and reporting back to relevant account managers on customer issues.
• Identifying super-users and providing appropriate training on installed Canon products and software, including printer drivers and features.
• Identifying opportunities to develop other areas of the client’s business and liaising with the account manager accordingly.

Key Performance Indicators

Performance in this role will be measured against specific KPIs, including but not limited to:

• First Time Fix (FTF) rate.
• Recall ratio (calls re-attended within 10 days of resolution).
• Stock accuracy (target 100%).
• Resolution time (time from call logging to issue closure/resolution).
• Number of satisfaction surveys received per quarter (to be set by local service manager).
• Customer satisfaction (scaled across all engineers, not per individual).

Canon Core Behaviors

Candidates are expected to demonstrate alignment with Canon's core behaviors, which include:

• Drive for results.
• Customer Focus.
• Ownership and Accountability.
• Team Player.
• Courage and Conviction.
• People Orientated.
• Caring for self and others.

Work Environment

This is a full-time position based in Makkah, Saudi Arabia, with responsibilities extending to Jeddah. The role involves providing remote technical support using Canon remote assistance tools, including maintenance and upgrading of firmware and product-related applications.