Regional Technical Support
About The Position
Canon USA Regional Technical Specialists support Regional Service Directors as the technical voice on regional priorities. This role provides on-going technical, on-site and phone support to regional Canon USA direct technicians and applicable service agents to troubleshoot highly complex problems including hardware, firmware and workflow. The specialist will provide regional instruction on new adjustments, repairs, upgrades and troubleshooting procedures, including guidance on better utilization of available resources. This role may create, organize and disseminate information throughout the region so that other engineers can perform their duties more efficiently. The specialist will maintain and update applicable problem records, escalating any resolved or unresolved problems to Product support for immediate attention. This role manages the regional FCO database to ensure compliance and timely installation/disposition and works closely with the Product support group on information sharing and best practice implementation. The specialist will accomplish any other special projects or tasks as assigned by the regional service Director or designee.
Requirements
- HS Diploma, GED, or equivalent experience required, plus 4 to 6 years of related experience.
- Associate's degree in mechanical or electronics, or equivalent experience.
- Printer knowledge and testing and/or diagnostic applications.
- Ability to achieve customer satisfaction and loyalty.
- Ability to create solutions for high-level problems.
- Good writing, speaking and listening skills.
- Exhibits initiative and self-starting behaviors.
- Understands computer science principles, mechanical, electrical and electronic theory, and computer equipment technologies.
- Generally available for work 24 hours a day, 7 days a week.
- Required to take all necessary steps to obtain security and/or other clearances required by customers to enter the customers' premises.
- Must have commercial print production technical repair experience, Canon preferred.
Nice To Haves
- Technical certifications such as A+, Network+, MCSE desired.
Responsibilities
- Provides on-going technical, on-site and phone support to regional Canon USA direct technicians and applicable service agents to troubleshoot highly complex problems including hardware, firmware and workflow.
- Provides regional instruction on new adjustments, repairs, upgrades and troubleshooting procedures, including guidance on better utilization of available resources.
- May create, organize and disseminate information throughout the region so that other engineers can perform their duties more efficiently.
- Maintains and updates applicable problem records, escalating any resolved or unresolved problems to Product support for immediate attention.
- Manages regional FCO database to ensure compliance and timely installation/disposition.
- Works closely with the Product support group on information sharing and best practice implementation.
- Accomplishes any other special projects or tasks as assigned by the regional service Director or designee.
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
- medical
- dental
- vision
- 401(k) Savings Plan
- discretionary profit sharing
- discretionary success sharing
- educational assistance
- recognition programs
- vacation
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
