CCNA – Service Development Manager at Canon EMEA

1. Develop & Support 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 customer problems.  Report, recommend and take appropriate action regarding individual product performance, Service marketing and Service training matters.
2. Expand Service facilities across the East African countries.
3. Improve Service deliveries leading to high Customer satisfaction
4. Market Canon Service across the nominated regions
5. Design and deliver technical training on relevant Canon Product as designated by the Service Manager
6. To plan, develop and implement any specific project or strategy to develop the service provided by CCNA
7. Identify and appoint New Service Partners
8. Spares Parts Logistics management for Service Partners

• Implement actions leading towards better quality service delivery and achieving targets of key 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.
• Take technical initiatives to prevent problems developing, and to minimize problems, which arises.
• Address Customer complaints and start Customer Satisfaction measurement
• Address key 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.

• Develop Technical Skills for Canon Partners and Channel Service team by conducting Service Trainings and workshops on nominated products
• Provide 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, 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

• Maintain and update records in Shared locations etc. of Technical Department.
• Prepare weekly reports to Head office
• Carry out other duties and participate in Company Projects as requested by Service Manager.

• To monitor, support and maintain the team values of the Service with Partners, Customers & with in Canon.
• To provide feedback and actions to develop the services provided by the CanonTeam.

• To undertake any project directed by the Service Manager
• To provide feedback on team performance (informally and formally) as requested

• Excellent analytical skills and a logical mind.
• Motivation and aptitude to continue learning as new technology is introduced.
• 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

Physical Requirements

• Frequent overseas travel and periods away from home on a short notice

• Ability to work on own initiative, self-motivated and to strict deadlines.
• Ability to prioritize workload efficiently.
• Flexibility to deal with changing requirements and travel requirements.