Technician, Site Lead

Canon U.S.A., Inc.•West Columbia, SC

1d•Onsite

About The Position

Provides operational, maintenance and networking support for customers through extensive product and customer knowledge. Works closely with Service Managers, Product Support and other Technicians to provide high-level technical support with seamless technical expertise of Canon supported products in accordance with the current Service and Parts Standards working in a 24x7 environment. Supervises workflow and monitors field technicians, providing guidance, training, and technical support.

Requirements

HS Diploma, GED, or equivalent experience required, plus 6 or more years of related experience.
Demonstrated technical proficiency within the imaging industry.
Demonstrated expert in the technical support of Canon products including toner and ink jet based black and white/color products.
Ability to phone assist less experienced technicians as a point of escalation as required.
May require some travel (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.
Must be able to work in a 24x7 environment, perform shift work and do on-call rotations.
Canon Technical Training Course Certifications for products related to the Canon product line with expertise across cutsheet, continuous, wide format and display graphics in both color and black only environments.
Canon ATSP Digital Technician Certification.
Successful competition of advanced networking certification.
Successful competition of Troubleshooting Class.
Expert color certification.
Must be able to lift 50 lbs. and be in a mobile activity more than 50% of the time (walking, standing, stooping/kneeling).

Nice To Haves

Bachelor’s Degree in Electronics or equivalent training in Military/Trade School/Industry (CM) preferred.

Responsibilities

Diagnoses mechanical, software, network, and system failures, using established procedures for products on which certified and acts as a general technical expert in all situations providing a methodical expert level troubleshooting methodology.
Services and repairs designated equipment to Canon standards and specifications. Inspects the work of other Technicians to ensure compliance with Canon standards.
Reports to managers product failure trends and serviceability issues, with necessary supported documentation, ensuring accurate information and record keeping. Inspects and audits the work of other Technicians to ensure Canon standards are met.
Meets customer demands by providing efficient, responsive and accurate Field/Shop/on-site maintenance.
Properly maintains all technical information, FSRs, Expense Reports and Canon property assigned. Assists manager in auditing the team to ensure team compliance to Canon standards.
Communicates with supervisors and other departments, if necessary, regarding the solution of escalated technical and/or customer service-related problem areas. Develops solutions to these problems as required.
Possesses excellent customer communication and satisfaction skills. Can act in the absence of the manager with full responsibility and accountability.
Responsible for maintaining the performance of assigned machines within the district to ensure excellent overall performance for the team.
Assists the manager in maintaining the performance of other Technicians through mentoring, inspection and auditing.
Responsible for maintaining performance at a level which helps to achieve the districts overall metric targets.
Assists the manager in monitoring performance related to service KRA’s, develops the technical or procedural corrections as required, and drives the implementation to augment the manager’s span of control.
Acts as product expert for a region or customer location and oversees workflow in absence of manager or supervisor.