European Technical Support Specialist

Canon is seeking a highly skilled and motivated European Technical Support Specialist (Solutions) to join our team. As the European Technical Support Specialist, you will be responsible for providing Pan European (EMEA) technical support for Canon products and related services. You will play a crucial role in managing the technical product performance throughout its lifecycle, from pre-launch to withdrawal from the marketplace. This position requires excellent technical expertise, problem-solving skills, and a customer-centric approach to ensure the delivery of outstanding support to our customers.

What we give

With Canon, you’ll get the support and encouragement you need to grow, from people who share your ambition. We’ll invest in your professional development to help you learn and progress in your role with us. You’ll find leaders who give you the freedom to explore new things and a team where knowledge is shared openly.

• Pay – Competitive salaries that are regularly benchmarked against similar roles and reviewed annually.
• Learning & Development – As a Company that encourages continuous learning you will always have resources and support available.
• Work & Home Life Balance – We support with a number of holidays per year, holiday purchase and a flexible working policy.
• Diversity – We are an organisation that delivers on a global scale, striving to create a diverse and empowered workforce that reflects the communities we serve.
• Employee discount – Up to 38% off products from our Canon store.
• Some other Benefits – Generous Pension, Canon Awards and many more

What we ask

• Collect and analyse information about the product and related services in the pre-launch stage to prepare input for training & service concepts
• Pre Sales Support/ proof of concept (Technical problems found within specification)
• Post-Sales Support / Problem resolution
• Self-assign a proportion of calls in the call escalation system.
• Coordinate support requests from RSHQ Marketing
• Closely monitor the products technical performance during the introduction phase and give detailed feedback on technical problems in the field to Marketing.
• Propose actions to increase product reliability by ensuring training material content reflects current best practices.
• Coordinate activity to ensure problem replication and proof-of-concept testing can be carried out in the European technical support centre or local NSO
• As a subject matter expert, support L&D with the development and delivery of technical training courses.
• Escalation of technical issues to CINC/ 3rd parties, track and communicate progress. Ensure all relevant data on call escalation, resolution and knowledge is captured and shared across EMEA
• Manage and build effective relationships with third party suppliers and RSHQ Marketing.
• Self-development / product training in order to be up to date with latest technologies / features of Canon’s solutions
• Hold regular meetings with EMEA Product Support Specialists to facilitate sharing of best practice
• Initiate and drive regular meetings with 3rd party suppliers to ensure that they provide and develop support delivery in line with our customer’s expectations and changing needs
• Create & publish technical FAQ’s and other supporting documentation for common support issues
• Support local, regional and national events, exhibitions and conferences as requested

You will need

• 
  Education and/or experience in engineering or a related technical field.
• Strong command of written and oral English and French.
• Proficiency in application software, including Microsoft desktop and server-based operating systems.
• Working knowledge of Apple and Linux operating systems is an advantage.
• Experience in project management of technical issues.
• Demonstrated coaching skills and the ability to deliver training courses effectively.
• Proven ability to work collaboratively in a diverse, cross-functional environment.
• Customer-focused mindset with excellent communication skills across diverse cultures.
• Strong problem-solving abilities with a focus on product performance and improvement.
• Results-driven approach with a focus on meeting personal targets.
• Ability to work autonomously, take ownership, and be accountable for decisions related to specialist and customer support.

Further Information

Reports to European Technical Support Manager

Location – Diegem / Bruxelles

Closing date – As soon as possible