Senior Service Engineer

SUMMARY:

The Senior Service Engineer is responsible for overseeing the Dealer Technical Service Training program, as well as provide technical support via email, phone, and/or via virtual meetings. In addition, this person will provide technical support to repair technicians and during production testing.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Oversee dealer technical service training program.
• Oversee dealer technical service support via email, phone, and virtual meetings.
• International travel for regional training and occasional support.
• Technical Liaison between Cannon production/engineering and dealer’s service teams.
• Generate and collect input for corrective actions to improve quality of the product line.
• Cooperative efforts with Cannon VP of Global Sales to increase international sales revenues as per Cannon’s strategic plan for Commercial Excellence.
• Create and implement training program for Cannon FSEs.
• Responsible to ensure new FSEs are properly trained.
• Develop annual objectives and KPIs, and provide monthly KPI status.
• Find and implement efficiency improvements in Cannon’s technical training processes.
• Find and implement efficiency improvements with our dealer technical support.
• Assist with scaling the department to drive service revenue in line with strategic plan aspirations.
• Provide technical support to the in-house repair technicians.
• Provide technical support for production’s product final testing teams.
• Occasional domestic customer visits as needed.
• Other duties as assigned

EDUCATION, KNOWLEDGE AND SKILLS:

• Exceptional communication skills and great attention to detail is required
• Attention to detail is required.
• Understanding of Microsoft Word and Excel required
• Familiarity with Epicor or ability to learn.
• Multi-tasking
• Previous experience

PHYSICAL REQUIREMENTS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• This position frequently requires standing,sitting, walking, finger dexterity, talking, hearing, and visual acuity. This position occasionally requires reaching, climbing, crawling, lifting (average weight 20#), operation of equipment and operation of motor vehicle.

COMPANY VALUES:

• Accountability: Doing what you say you will do. Owning the outcome. Being responsive. Providing timely, through follow up on requests.
• Excellence: Performing at a high level every day and continuously improving processes for efficiency and effectiveness. Being focused on results.
• Integrity: Always doing the right thing. Being lawful, ethical and true to yourself and your team.
• Innovation: Making our products, services and business processes better every day. Evolving our strategy to keep up with customer needs and the ever-changing external environment.
• Teamwork: Helping each other be the best we can be. Lending a hand even in areas outside your job description. Synergizing efforts.