CCNA - Technical Support Specialist Photo Video - Dubai

Job Purpose and SummarySupport 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. Problem resolution will be either from technical specialists’ own knowledge or by appropriate and timely escalation to other Quality Assurance functions.Report, recommend and take appropriate action regarding Photo Video product performance, technical marketing, and technical training matters.Develop expertise so as to be the go to person for all Support information for the product categoryDesign and deliver technical training on Canon Photo & Video products as designated by the Service Head.To Train, control, monitor and support the day-to-day technical support from CCNA Technical department.To develop improved service delivery in line with CCNA Service directions.To plan, develop and implement any specific project or strategy to develop the service provided by CCNAWhat we giveQuality and technical assurance of productsAssess and report on the performance of specified products.Manage CCNA warranty approvals for the Photo Video productsMonitor/report the repair trends.Propose and implement actions to ensure that those products perform reliably and efficiently.Take technical initiatives to prevent problems from developing, and to minimize problems which arises.Service SupportMonitor, and distribute all support information to Service Partners in accordance with the company information security policy.Recommend, prepare, and action service seminars, Product launches, Marketing events individually, or together with other Canon Service, Sales, or Marketing staff, as required.Regularly update Health and Safety information in order to provide advice on and resolve queries relating to technical safety standards.Prompt escalation to next level and field support in case of major escalation.Technical AssistanceProvide 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, 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.Sales & Marketing SupportInterface with Marketing and Product Departments of Canon CCNA, Canon Europe, and other relevant companies to assess and report on viability of new products, peripherals and accessories, and their technical suitability to the African Market.Take overall technical responsibility for assigned products.Provide technical assistance and support to Training Courses, Product Launches ,Exhibitions and Seminars carried out by Sales & Marketing.Agree and implement appropriate machine modification/rework programmes, through effective liaison with Central Canon Team.Technical TrainingAttend training courses on nominated products as required.Write effective training courses for nominated products, to include, visual aids, practical exercises, and means to check understanding.Effectively deliver training courses to internal & Canon Partner teams at suitable locations in UAE, abroad or virtually. Maintain and update training records.GeneralMaintain and update records. of Technical Department.Share performance results regularly.Carry out other duties as requested by Service Manager.Technical Team SupportTo support the technical team in the Service department within CCNA.To provide feedback and actions to develop the service’s provided by the CCNA Technical team.Carry out other duties as requested by Service Manager.Management SupportTo undertake any project directed by the Service Manager.To provide feedback on team performance (informally and formally) as requested.What we ask Degree/Diploma caliber individual with relevant recognized 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.Functional knowledge and/or understanding of Canon products useful.Fluency in written and spoken English. French would be an advantage.High level of written and spoken communications required.Professional appearance, attitude, and communication style.Familiarity with MS Office applications, i.e. Word, Excel, PowerPoint. You will needWe 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.Further InformationHave we piqued your interest? We look forward to meeting you soon