Computer Hardware Engineer

MARC INFOSYSTEMSJob Description – Field Service EngineerCanon Multifunction DevicesPosition: Field Service Engineer

Department: Service

Location: Jaipur / Assigned Territory

Employment Type: Full Time

Reporting To: Service Manager / Service Head

Job PurposeMARC INFOSYSTEMS is looking for a technically skilled and customer-oriented Field Service Engineer to provide on-site installation, preventive maintenance, troubleshooting and repair services for Canon Multifunction Devices (MFDs), imageRUNNER and imageRUNNER ADVANCE series.

The engineer will be responsible for ensuring maximum machine uptime, quick resolution of customer complaints and high customer satisfaction.

Key Responsibilities1. Installation & Commissioning

• Install and commission Canon Multifunction Devices at customer locations.
• Carry out machine setup, configuration and functional testing.
• Configure printing, scanning, copying and network-related functions.
• Install printer drivers and required software on customer computers.
• Provide basic user/admin training after installation.

2. Breakdown & Repair Service

• Attend customer service calls within the assigned territory.
• Diagnose mechanical, electrical, electronic and software-related problems.
• Troubleshoot error codes, paper jams, print-quality issues, scanning problems and connectivity issues.
• Repair/replace defective parts as per Canon service procedures.
• Conduct proper testing after every repair to ensure the machine is fully operational.

3. Preventive Maintenance

• Perform scheduled preventive maintenance of machines.
• Clean and inspect critical machine components.
• Check consumables, rollers, drums, fusers and other serviceable components.
• Identify potential failures and recommend corrective action before breakdown.
• Maintain machines as per prescribed service standards.

4. Networking & IT Support

• Configure machines on LAN/Wi-Fi networks where applicable.
• Understand basic IP addressing, TCP/IP, DNS and network-printing concepts.
• Install and troubleshoot printer/scanner drivers.
• Coordinate with the customer's IT team for network-related issues.
• Support scan-to-folder, scan-to-email and other supported workflow functions.

Canon's current MFD range includes network-connected A3/A4 multifunction systems with print, copy, scan and send capabilities, making basic networking and IT troubleshooting an important part of the role.

5. Customer Service

• Maintain professional behaviour at customer sites.
• Clearly explain the problem and corrective action to the customer.
• Ensure customer satisfaction before closing every service call.
• Maintain good relationships with customers and key users.
• Escalate unresolved technical issues promptly to the Service Manager/Canon support team.

6. Service Documentation

• Complete service reports/work orders for every visit.
• Record machine meter readings, parts replaced and work performed.
• Update service status promptly through the company's service reporting system.
• Maintain accurate records of pending calls and follow-ups.
• Ensure all service calls are closed within the defined TAT/SLA.

7. Spare Parts & Tools

• Carry required service tools and consumables while attending calls.
• Maintain assigned spare-parts inventory properly.
• Report parts requirements to the Service Manager.
• Return defective/replaced parts as per company procedure.
• Take responsibility for company tools and equipment issued to the engineer.
• Key Performance Indicators (KPIs)Breakdown call response time
• Call closure / TAT achievement
• First-time-fix percentage
• Machine uptime
• Preventive maintenance completion
• Repeat-call percentage
• Customer satisfaction
• Service report accuracy
• Proper utilization of spare parts
• Daily/monthly productivity
• Educational QualificationITI / Diploma in Electronics, Electrical, Mechanical, Computer Hardware or related field preferred.
• Candidates with relevant hands-on experience in printer/copier/MFD servicing may also be considered.
• Experience1–3 years of experience in servicing printers, photocopiers or multifunction devices preferred.
• Experience with Canon, Ricoh, Xerox, Konica Minolta, Sharp, Kyocera or similar MFDs will be an advantage.
• Fresh diploma/ITI candidates with strong technical aptitude may be considered for trainee positions.

Technical SkillsCandidate should have working knowledge of:

• Canon Multifunction Devices
• Laser printing technology
• Mechanical and electrical troubleshooting
• Printer drivers and software installation
• Basic computer hardware
• LAN/network printing
• TCP/IP and IP configuration
• Scanning and document workflow
• Error-code diagnosis
• Preventive maintenance
• Basic Windows operating system troubleshooting
• Personal SkillsGood communication and customer-handling skills
• Strong troubleshooting and analytical ability
• Ability to work independently at customer locations
• Willingness to travel within the assigned territory
• Professional and disciplined approach
• Ability to work under service deadlines
• Honest and responsible handling of customer equipment and company spares
• Positive attitude and willingness to learn new Canon technologies
• Additional ResponsibilitiesAssist the Sales Team during machine demonstrations and technical discussions when required.
• Support installation of new machines and relocation of existing machines.
• Identify recurring technical problems and report them to the Service Manager.
• Inform the company about machines requiring major repair or replacement.
• Identify genuine service/consumable requirements and communicate them to the concerned team without compromising customer trust.

Ideal CandidateThe ideal candidate should be a hands-on technician who enjoys field work, troubleshooting and customer interaction. He should be capable of independently diagnosing and resolving routine Canon MFD problems while knowing when to escalate complex issues to senior technical support.

MARC INFOSYSTEMS – Service Team

Delivering reliable, professional and timely Canon MFD service to our customers.