Job Information
Canon U.S.A., Inc. Technician, National Support in Cleveland, Ohio
Technician, National Support Location US-OH-North Randall | US-CT-North Haven | US-DE-Middletown | US-IL-Monee | US-TX-Coppell Company Canon U.S.A., Inc. Requisition ID 32804 Category Field Service Position Type Full-Time About the Role Ensures specific products and technology programs are executed in the field effectively while maintaining ongoing product quality and services to all stakeholders. Your Impact Field Support: - 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. Documentation/Knowledge transfer: - 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. - Ensurse 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. Product Quality: - 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). About You: The Skills & Expertise You Bring 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. We are provi