Technical Operations Senior Specialist

Canon U.S.A., Inc.•New York, NY

5d•$76,150 - $104,570•Remote

About The Position

Responsible for medium to complex application administration for fleet management, output management and scanning software solutions through client knowledge and relationships with all appropriate IT administrators and personnel.

Requirements

Bachelor's degree in a relevant field or equivalent experience required, plus 5 years of related experience.
CompTIA A+, CompTIA Network+, CompTIA Security+, CompTIA Cloud+, CompTIA Server+, or equivalent.
In-depth knowledge of Canon vendor systems such as Pharos, UniFlow, etc.
Consistently strong customer service interactions from relationship building to issue management and follow-through.
Continuous contribution of customer data to customer service database to improve service delivery.
Recommends changes to work systems or approaches to improve customer experience.
Works across departments with Canon team members to share customer feedback as appropriate.
May require up to 30% travel to client sites, including overnights (valid driver's license and acceptable driving record necessary).
Required to take all necessary steps to obtain security and/or other clearances required by customers to enter the customers' premises.

Responsibilities

Establishes and manages relationships with all appropriate client IT administrators and personnel.
Establishes and maintains a thorough knowledge of the client's networking environment.
Maintains up-to-date knowledge of all solutions deployed within the client's environment.
Responsible for regular application administration for fleet management, output management and scanning software solutions.
Assists the client and Canon's Account Team to test and implement hardware/software solutions in client network environment.
Alerts Canon team of potential impact to timeline immediately.
Performs all technical support and issue resolution activities.
Communicates chronic technology issues with Client, Canon Account Team.
Trains Canon site-personnel on pre-defined trouble-shooting and remediation strategies.
Ensures technical deadlines are met, works with project team to manage customer expectations.
Leads technical projects, chairs technical meetings, and ensures project success through project management.
Coordinates kick-off meetings.
Establishes and maintains relationship with customer's IT management team.
Develops and delivers technical classes for on-site personnel, ex. school of technology (SOT), TNTAP.
Consistently applies core customer service excellence approaches.
Provides unexpected service/value to customers whenever possible (looks for opportunities).
Consistently generates healthy customer service relationships representing Canon.
Systematically shares customer feedback with team to broaden team knowledge of issues, capabilities, customer-specific needs and requirements.
Contributes regularly to customer information database including issue resolution.

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