Technical Solutions Professional III

Canon U.S.A., Inc. • Town of Huntington, NY

5d • $29 - $44 • Hybrid

About The Position

Canon U.S.A., Inc. in Melville, NY is currently seeking a Technical Solutions Professional III (Representative, Tech Supt III). The Technical Solutions Professional III performs second to third-level hardware phone-based support for Canon's LFS products, such as Arizona, Colorado, PlotWave, ColorWave, and imagePROGRAF devices. Assists Canon dealers and CSG in troubleshooting and repairing these Canon devices. Using established company guidelines, provides phone-based technical assistance with installation, maintenance, routine repair, and calibration of Canon equipment. Serves as a primary second-level contact for service-related issues and provides direct technical support. Typically reports to a supervisor or manager. Location: Melville, NY (Hybrid) or Itasca, IL (Hybrid) | Fully Remote considered for highly qualified candidates only Hours: 10:00 AM – 6:00 PM (Occasional 11:00 AM – 7:00 PM coverage) Eastern time This position is full time and offers a hybrid work schedule requiring you to be in the office Mondays, Tuesdays and Wednesdays and an option to work from home the remainder of the week (unless a specific business need arises requiring in office attendance on other days). Note that work schedules and office reporting requirements may change from time to time based on business needs. About the Role Join one of the world’s most admired and innovative imaging companies as part of our Technical Support Center. This is an opportunity to leverage your technical expertise, provide high-level support, and continue growing your skills in a dynamic environment. As a Technical Solutions Professional III, you will deliver advanced phone-based technical support for Canon Independent Dealers and Canon Solutions Group technicians, focusing on production equipment systems functionality and hardware issues.

Requirements

• 5+ years of technical proficiency in the Large Format Systems (LFS) imaging industry
• 5+ years troubleshooting and repairing Canon Large Format digital products (Arizona, Colorado, plotWAVE, colorWAVE, imagePROGRAF)
• Strong knowledge of computer platforms, hardware flashing, system software updates, and print driver installation
• Strong electrical and mechanical troubleshooting skills
• Comprehensive understanding of Canon digital LFS products including manuals and tools
• Ability to use tools such as voltage meter and electrical schematics in troubleshooting
• Excellent oral and written communication skills
• Proven customer service skills and a professional, engaging demeanor
• Ability to work flexible hours and occasional light travel (up to 10%)

Nice To Haves

• Associate’s degree in Electronics or equivalent military/trade school training preferred. 5+ years of active field experience will also be considered
• Network+ or equivalent hardware vendor training/certification highly preferred

Responsibilities

• Technical Support: Provide expert troubleshooting for high-end Large Format hardware and related systems, including network connectivity for production devices such as Arizona, Colorado, plotWAVE, colorWAVE, and imagePROGRAF Devices
• Problem Analysis: Duplicate, re-create, or configure environments within an open pre-escalation framework to diagnose issues, propose solutions, and report status updates
• Documentation: Accurately record all interactions in the Call Management System to ensure efficient follow-up and timely resolution
• Knowledge Sharing: Contribute to internal and external knowledge bases via Teams, Canon Grid, and other platforms
• Video Content Creation: Produce concise “How-To” videos for the e-Support library to assist technicians and engineers in resolving issues independently

Benefits

• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree