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 while maintaining product quality and services for stakeholders. The role includes field support, documentation, knowledge transfer, and product quality assurance.

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.
• Utilizes SAR, imPACT, RCCA and CRM, Maintenance Assist, Remote Assist & ADAM frequently.
• 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, Core Competencies/technical publications.
• 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 (RCCA).
• 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.
• Interfaces with development, factory engineers or third party vendors for technical information.
• Reports to PSO field obstacles (documentation, product defect, logistics) to team lead(s).

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.
• Required to take all necessary steps to obtain security and/or other clearances required by customers to enter the customers' premises.
• 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.