Episode 281

In this episode of the Unscripted Podcast, host Sarah Nicastro welcomes Andy Schneider, European Vice President of Services and Support at Canon EMEA, to share the company’s five-pillar service strategy and why the relevance of service is near and dear to his heart.

In his role, Andy's key focus is on driving growth and excellence in Canon's Digital Printing & Solutions unit by optimizing service delivery and leading cross-functional teams to consistently deliver outstanding results. Before that, Andy held senior roles at companies such as Spigraph, DICOM, Kofax, and more.

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Episode Highlights:

[36:01] - The fourth pillar is the relevance of service, which is more than just fixing problems; it's a core driver of business success and customer loyalty. Showcasing the dynamic, high-tech nature of modern service roles offers Canon the possibility to attract top talent and inspire the next generation. As service evolves, it demands creativity, people skills, and the same level of engagement found in sales and marketing.

[07:29] - Canon's strategy is built on five key pillars, with a strong focus on solution growth. At the core, it's about shifting from transactional sales to true partnerships with customers. Instead of just selling products, Canon aims to transform its customers' businesses by aligning with their evolving needs, offering tailored support, and delivering real value. The goal is to move beyond short-term costs and focus on long-term business benefits.

[20:00] - Graphic arts is a key growth segment for Canon's production business, offering print service providers diverse applications with advanced technology. Transitioning from traditional analog to digital printing allows these businesses to enjoy lower maintenance costs, greater creative versatility, shorter and more personalized print runs, and faster production speeds. However, to fully capitalize on these benefits, Canon must invest in workforce skills, tools, and smart technologies that support this high-demand, competitive market.

[27:45] - Operational excellence is all about using the right technology, people, and skills to enhance both the customer experience and cost efficiency. By investing in remote solution tools and customer self-service options, Canon can solve issues faster and more effectively, often without needing an on-site visit. The company is also upskilling its field service engineers for remote support roles, which require new capabilities and tools, all aimed at delivering seamless and modernized customer service.

[32:17] - Sustainability is at the heart of Canon's philosophy, driving efforts to minimize environmental impact across the entire lifecycle of the company's products. From pioneering recycling solutions since the '90s to offering reconditioned devices, Canon is committed to responsible manufacturing and operational excellence. Canon also supports its customers in reducing their environmental footprint with eco-conscious print solutions, energy-efficient designs, and data-driven guidance to promote sustainable practices.