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Service Manager (CE)

Canon Emirates

Posted on March 20, 2018

2 - 3 years Dubai - United Arab Emirates

MBA/PG Diploma in Business Mgmt, Bachelor of Technology/Engineering. Any Nationality

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Job Description

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As a Service Manager, you play a vital part in managing all service operational and financial performance, reviewing results versus budgets & last year achievement on a monthly basis, analysing and presenting to General Manager (GM).
Looking after 2 branches across the UAE (Dubai and Abu Dhabi) with experience working with the direct customer (end-user, not partners) and responsible for a Dept of 65 people from Engineers, to helpdesk, to sales contracts, to Admin support roles.
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.
You will...
Manage the day to day direct operations in UAE for the two branches of after-sales service department
Create the yearly budget of the department in terms of revenue, cost of sales, gross & net profits, review the results versus budgets and last year on monthly basis, analyse the performance and present to the GM.
Directly engage in MIF (machines-in-field) retention by early renewal processes and review on monthly basis to ensure highest ratio of renewals.
Ensure availability of spares parts by conducting a monthly forecast sufficient for 3 months.
Set the KPIs of service engineers, service coordinators, service helpdesk agents, and service supervisors (total of 55 people) and review on monthly basis.
Control cost of sales by ensuring consumables and parts orders are processed based on actual consumptions.
Ensure highest level of customer satisfaction based on canon set standards by delivering first class services via a trained and skilful team and maintaining high ratios of first-time-fix, uptimes, and improving of engineers' car kits.
Control the aging of spare parts by doing smart forecasting to protect service profitability.
What we ask
We 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.

Qualification in Engineering. Good knowledge of service operations.

MBA is an added advantage.

English is a must, Arabic is a definite advantage.

Experience as a field service engineer is a must.

Managerial experience in leading operational teams.
• A thorough knowledge of the product and service portfolio and the service operations.
• Must have direct experience (dealing with the end user) rather than managing partners.
You will need

Commercial skills and sensitivity for customer needs.

High levels of customer focus and field orientation.

Be able to manage, motivate, control and develop the staff within the unit.

Act with Courage

Bring the Vision to Life

Build High Performing Team

Create Customer Value

Create Innovative Solutions

Develop Self and Others
Grow Profitable Business
Further Information
Canon Emirates (CE) is a subsidiary of Canon Middle East a world-leading innovator and provider of imaging & printing solutions. Established in 2007 in Dubai, UAE, Canon Emirates represents Canon s first direct operation (B2B) in the region. It aims to consolidate and reinforce Canon's leading position in the UAE through an integrated structure.
Canon is enriching lives and businesses in incredible new ways. You can play a part in shaping the future of a company that s strong, ambitious and considerate, where people do great things together. You can expect the exceptional and achieve the exceptional, with the world's best imaging company.
Expect the Exceptional.

Printing / Packaging



Service Manager (CE) Printing English Helpdesk Spare parts Field service Imaging Service operations Operations Customer Executive After sales service


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Canon Emirates

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