National Support Technician

Canon U.S.A., Inc. • OH, OH

4d • $34 - $50 • Remote

About The Position

Ensures specific products and technology programs are executed in the field effectively while maintaining ongoing product quality and services to all stakeholders. This role provides ongoing third-level technical support to field engineers and troubleshoots problems on equipment. It also provides field support for new product introductions & installations, and offers instruction on new adjustments, repairs, upgrades and troubleshooting procedures, including guidance in utilization of available sources of information. The technician may audit accounts/equipment for performance and ensure proper maintenance, report on others work to ensure it meets company standards, and report findings on the SAR. Issues are escalated in a timely manner that minimizes customer downtime, and Canon U.S.A. Management is informed on escalation status. The role frequently utilizes SAR, imPACT, RCCA and CRM, Maintenance Assist, Remote Assist & ADAM. It involves maintaining and updating problem records and reporting any resolved/unresolved problems. Information is organized and disseminated so that other engineers can perform their duties more efficiently. The technician creates documents and inputs updated technical information to maintain the knowledge database, Core Competencies/technical publications. They also train other engineers in the use of tools, working methods, and technical tips to improve performance. Troubleshooting MICR issues and answering MICR related questions is also a responsibility. The technician ensures all tasks, regardless of owner, are completed in a timely fashion (RCCA) and completes Bundle upgrades confidently and in a timely manner. A full understanding of ORS and its dashboard functionality is required, and the technician achieves and improves the performance targets for the current strategic products and proceeds with post-sales support for all assigned products. They interface with development, factory engineers or third-party vendors for technical information and report PSO field obstacles (documentation, product defect, logistics) to team lead(s).

Requirements

• HS Diploma, GED, or equivalent experience required, plus 4 to 6 years of related experience
• Associates degree in Mechanical or Electronics area of study.
• Field service experience, including printer knowledge and testing and/or diagnostic applications.
• Must be able to work in a 24/7 environment, perform shift work, and do on-call rotations is required.
• Required to take all necessary steps to obtain security and/or other clearances required by customers to enter the customers' premises.
• Must be able to lift 50 lbs and be in a mobile activity more than 50% of the time. (Walking, standing, stooping/kneeling).
• Ability to work entire shift while standing with occasional rest.
• You must be legally authorized to work in the United States.
• All applicants must reside in the United States at the time of hire.
• The Company will not pursue or support visa sponsorship.

Nice To Haves

• Advanced computer skills (networking, multi operating system, windows server, Linux etc.) preferred.
• Understanding of TDM print market.
• May require up to 70% travel (both domestic and Internationally), including overnights (valid driver's license, passport, and acceptable driving record necessary).
• Technical certifications such as A+, Network+, MCSE are highly desired.
• Advanced color certification.
• Knowledge of PLC / Control software preferred.
• Knowledge of digital workflows in a color environment desired.

Responsibilities

• Provides ongoing third-level technical support to field engineers and troubleshoots problems on equipment.
• Provides field support for new product introductions & installations.
• Provides instruction on new adjustments, repairs, upgrades and troubleshooting procedures, including guidance in utilization of available sources of information.
• May audit accounts/equipment for performance and ensure proper maintenance, report on others work to ensure it meets company standards, and report findings on the SAR.
• Escalates issues in a timely manner that minimizes customer downtime.
• Informs Canon U.S.A. Management on escalation status.
• Maintains and updates problem records and reports any resolved/unresolved problems.
• Organizes and disseminates information so that other engineers can perform their duties more efficiently.
• Creates documents, and inputs updated technical information to maintain knowledge database, Core Competencies/technical publications.
• Trains other engineers in the use of tools, working methods, and technical tips to improve performance.
• Troubleshoots MICR issues and answers MICR related questions.
• Ensures all tasks, regardless of owner, are completed in a timely fashion (RCCA).
• Completes Bundle upgrades confidently and in a timely manner.
• Must understand and show competence in Media related issues and be able to discuss the interaction between Ink & Media.
• Achieves and improves the performance targets for the current strategic products and proceeds post-sales support for all assigned products.
• Interfaces with development, factory engineers or third party vendors for technical information.
• Reports to PSO field obstacles (documentation, product defect, logistics) to team lead(s).

Benefits

• Employee referral bonus
• Employee discounts
• “Dress for Your Day” attire program (casual is welcome, based on your job function)
• Volunteer opportunities to give back to our local community
• Swag! A Canon welcome kit and official merch you can’t get anywhere else
• competitive compensation package including medical, dental, vision, 401(k) Savings Plan, discretionary profit sharing, discretionary success sharing, educational assistance, recognition programs, vacation, and much more.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED