Tech, National Supp-nca

Canon - Boca Raton, FL

Full-time - Mid Level

Boca Raton, FL

About the position

The position involves providing third-level technical support for Canon Solutions America, Inc., ensuring effective execution of specific products and technology programs in the field. The role focuses on maintaining product quality and services, troubleshooting equipment issues, and supporting new product introductions and installations. The technician will also be responsible for documentation, knowledge transfer, and training other engineers, while interfacing with development and factory engineers to resolve technical obstacles.

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.
• May audit accounts/equipment for performance and ensure proper maintenance, reporting on others' work to ensure it meets company standards.
• Escalates issues in a timely manner that minimizes customer downtime.
• Informs CSA Management on escalation status.
• Maintains and updates problem records and reports any resolved/unresolved problems.
• Organizes and disseminates information for other engineers to perform their duties more efficiently.
• Creates documents and inputs updated technical information to maintain knowledge database.
• Trains other engineers in the use of tools, working methods, and technical tips to improve performance.
• Troubleshoots MICR issues and answers MICR related questions.
• Ensures all tasks are completed in a timely fashion.
• Completes Bundle upgrades confidently and in a timely manner.
• Understands and shows competence in Media related issues and discusses the interaction between Ink & Media.
• Achieves and improves performance targets for current strategic products and provides post-sales support for all assigned products.

Requirements

• HS Diploma, GED, or equivalent experience required, plus 4 to 6 years of related experience.
• Associates degree in Mechanical or Electronics area of study.
• Field service experience, including printer knowledge and testing and/or diagnostic applications.
• Advanced computer skills (networking, multi operating system, windows server, Linux etc.) preferred.
• Understanding of TDM print market.
• Must be able to work in a 24/7 environment, perform shift work, and do on-call rotations.
• 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.
• Must be able to lift 50 lbs and be in a mobile activity more than 50% of the time.

Nice-to-haves

• Advanced computer skills (networking, multi operating system, windows server, Linux etc.) preferred.
• Knowledge of PLC / Control software preferred.
• Knowledge of digital workflows in a color environment desired.

Benefits

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