National Technical Support Representative

Canon Careers•Burlington, NJ

1d•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, troubleshoots problems on equipment, and provides field support for new product introductions & installations. It involves providing instruction on new adjustments, repairs, upgrades, and troubleshooting procedures, including guidance in utilization of available sources of information. The representative may audit accounts/equipment for performance, ensure proper maintenance, and report findings on the SAR. They are responsible for escalating issues in a timely manner to minimize customer downtime and informing Canon USA Management on escalation status. The position requires frequent utilization of SAR, imPACT, RCCA, CRM, Maintenance Assist, Remote Assist & ADAM, maintaining and updating problem records, and reporting resolved/unresolved problems. It also involves organizing and disseminating information for other engineers, creating documents, and inputting updated technical information to maintain knowledge databases and technical publications. The representative trains other engineers in the use of tools, working methods, and technical tips, troubleshoots MICR issues, answers MICR related questions, and ensures all tasks are completed in a timely fashion. They must confidently complete Bundle upgrades and understand Media related issues, including the interaction between Ink & Media. A full understanding and regular utilization of ORS dashboard functionality is required to achieve and improve performance targets for strategic products and provide post-sales support. The role interfaces with development, factory engineers, or third-party vendors for technical information and reports field obstacles to team leads.

Requirements

HS Diploma, GED, or equivalent experience required, plus 4 to 6 years of related experience
Field service experience, including printer knowledge and testing and/or diagnostic applications.
May require up to 70% travel (both domestic and Internationally), including overnights (valid driver's license, passport, and acceptable driving record necessary).
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.

Nice To Haves

Associates degree in Mechanical or Electronics area of study.
Advanced computer skills (networking, multi operating system, windows server, Linux etc.) preferred.
Understanding of TDM print market.
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 USA Management on escalation status.
Frequently utilizes SAR, imPACT, RCCA and CRM, Maintenance Assist, Remote Assist & ADAM.
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.
Ensurse 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.
Full understanding of ORS and utilizes its dashboard functionality on a regular basis.
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

Competitive compensation
Medical
Dental
Vision
401(k) Savings Plan
Discretionary profit sharing
Discretionary success sharing
Educational assistance
Recognition programs
Vacation
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