Photocopier Service Engineer - Glasgow

Job Purpose and Summary:To cost effectively optimize the technical performance of the assigned MIF. Create customer satisfaction and retention.  

Responsibilities and Tasks:To provide first line trouble shooting (root cause of problems) on the vast majority of machines within the Office environment and identified software within their training portfolio, working in accordance with the minimum call procedures and best practices guides..

To achieve a high first time fix rate and minimum recalls with the most cost effective use of labour time and parts.

To provide customer product instruction and training, including advanced features.

Report on a visit-by-visit basis about labour and parts investment, counter-reading and Symptom Cause Action (SCA) using CaESAR coding through Mobile Field Service (Oracle Module).

Contribute to opportunities to improve maintenance and repair practices and modifications in the machine.

Optimize the car-stock inventory and rotation and balance this against return to fit (RTF) visits, as applicable.

Signal commercial opportunities to the sales and Marketing department. This is preferably done using the OSIS (On site, In sight) functionality provided via Laptop.

To make frequent contributions to the ongoing development of the team and overall service performance, including assisting / coaching / mentoring Customer Technicians and Service Engineers (dependent on grade).

Work closely with the customers considering their business needs and requirements to ensure the maximum productivity is achieved.

Fully comply with company policies and Health & Safety Guidelines, including product safety checks.

Ensure that technical issues are escalated using the correct process.

Advise the customer when chargeable work is required and seek the required authorization prior to undertaking this activity.

Manage allocated spares stock including any customer parts sites, this includes responsibility for write off value.

Effective use of the information tools available including SIMS, Remedy, UFO and Service Support Tool.  Required Skills and Qualifications:Proven electro-mechanical ability.
Experience in the service industry.
Understanding of the escalation process.
Demonstrates a high technical aptitude with excellent fault finding skills.
Good customer handling and communication skills.
Team player that focuses on optimizing the team output.
Good commercial insight to signal relevant events and opportunities.
Ability to work alone in the field without daily guidance.
For a mobile position - you must have held a driving licence for at least two years - no more than 6 points.  

Competencies:Apply high standards of accuracy.
Create Solutions to Problems.
Drive for Results.
Focus on the Customer.
Take Ownership and Accountability.  

Further Information:Closing Date - 5 March 2012 - please apply as soon as possible
Location - Glasgow
Salary - £17,636 to £19,764

Key Benefits
Basic 25 days holiday plus bank holidays (increasing to up to 27 with long service)
Final salary scheme pension available upon joining Canon UK Ltd
Life Cover for those in the pension scheme
Free private healthcare for all employees (tax on benefit payable by employee)
Long service awards
Focus on learning and development and career progression
Staff purchase scheme.
You @ Work scheme - discounts with over 100 named brands and suppliers on their products and services
Employee forum network
Summer Hour Policy
Interest Free Season Ticket Loan
Childcare Voucher Scheme
Ride 2 Work scheme
Employee Assistance Programme
Flexible Working Policy
Company Maternity / Adoption / Paternity Policies
eLearning online training courses available to all employees
Variable pay scheme (bonus/commission)

No agencies please