National Technical Support Representative

Role Overview

• 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, including guidance in utilization of available sources of information.
• May audit accounts/equipment for performance and ensure proper maintenance, report on others work to ensure it meets company standards, and report findings on the SAR.
• Escalates issues in a timely manner that minimizes customer downtime.
• Informs Canon USA Management on escalation status.
• Frequently utilizes SAR, imPACT, RCCA and CRM, Maintenance Assist, Remote Assist & ADAM.
• Maintains and updates problem records and reports any resolved/unresolved problems.
• Organizes and disseminates information so that other engineers can 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, regardless of owner, are completed in a timely fashion (RCCA).
• Completes Bundle upgrades confidently and in a timely manner.
• Must understand and show competence in Media related issues and be able to discuss the interaction between Ink & Media.
• Full understanding of ORS and utilizes its dashboard functionality on a regular basis.
• Achieves and improves the performance targets for the current strategic products and proceeds 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
• May require up to 70% travel (both domestic and Internationally), including overnights (valid driver's license, passport, and acceptable driving record necessary)
• Must be able to work in a 24/7 environment, perform shift work, and do on-call rotations is required
• 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. (Walking, standing, stooping/kneeling). Ability to work entire shift while standing with occasional rest.

Tech Stack

• Linux

Benefits

• Competitive compensation and 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