Service Engineer - CKA Certification Preferred, Riyadh (Saudi Nationals Only)

Job Overview

As a Service Engineer, you will be responsible for performing cost-effective maintenance and optimization of hardware performance across a range of products. This includes performing firmware updates and application upgrades remotely via Canon's proprietary assistance tools.

Key Responsibilities

• Deliver first-line troubleshooting to diagnose root causes of product issues involving both standalone and network-connected systems.
• Ensure a high rate of first-time fixes with minimal repeat visits, optimizing labor and parts usage efficiently.
• Utilize CAESAR coding system for detailed reporting of labor, parts usage, and device counter readings.
• Manage stock inventory effectively, balancing availability with reduction of return-to-fit service calls.
• Identify and report potential commercial opportunities to sales and marketing teams using the 'OnSite-InSight' tool.
• Contribute to the continuous development of the service team and overall service delivery standards.
• Fully understand customer needs to align with Canon's Solution Business Strategy.
• Maintain communication with account managers to update on customer issues and progress.
• Train identified super-users on Canon product functionality including installed hardware, software applications, printer drivers, and features.
• Proactively seek opportunities to expand client business areas and collaborate with account management accordingly.

Qualifications and Experience

• Degree or diploma in engineering disciplines such as electronics, mechanics, or software.
• Proven experience within a service industry role, particularly related to hardware maintenance and support.
• Strong awareness and adherence to health and safety regulations.
• Excellent technical aptitude with adept fault diagnosis skills.
• Effective customer communication and handling capabilities, including the ability to instruct end-users.
• Team-oriented mindset focused on maximizing collective output.
• Commercial awareness and sound business acumen.
• Professional representation of the company through behavior, communication, and appearance.
• Possession of a valid Gulf Cooperation Council (GCC) driving license.

Core Competencies

• Ability to work independently and collaboratively within teams.
• Innovative problem-solving and thinking outside conventional approaches.
• Highly accurate and timely reporting and information sharing.
• Resilience in delivering quality results under pressure.
• Strong diplomatic communication skills.

Key Performance Indicators (KPIs)

• First Time Fix (FTF) success rate.
• Recall ratios within 10 days post-resolution.
• Maintain 100% accuracy in stock inventory.
• Timely resolution from call logging to issue closure.
• Customer satisfaction metrics measured quarterly via surveys.

Canon's Core Values

• Result-driven performance.
• Customer-centered focus.
• Accountability and ownership.
• Team collaboration.
• Integrity and conviction.
• People-oriented approach.
• Care for self and others.

About Canon Middle East

Canon Middle East FZ LLC, a subsidiary of Canon Europe headquartered in Dubai, has served the Middle East region for over 25 years. With a diverse workforce comprising 37+ nationalities, Canon emphasizes innovation, customer satisfaction, and Kyosei—living and working together for the common good. Canon’s product portfolio spans imaging, commercial printing, healthcare technologies, and more, supported by extensive research and development.

Why Work With Us?

• Join a multicultural and dynamic team with a shared commitment.
• Receive a competitive salary package, inclusive benefits, flexible working hours, and a hybrid work environment.
• Access continuous professional development through dedicated learning resources and programs.
• Contribute to an organization committed to sustainability, diversity, and personal growth.