National Support Technician

** 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.

In accordance with applicable law, we are providing the anticipated rate for this role: $33.59 - $50.30 hourly.

** Company Overview*
* About our Company
-Canon U.S.A., Inc., is a leading provider of consumer, business-to-business, and industrial digital imaging solutions to the United States and to Latin America and the Caribbean markets. With approximately $28.5 billion in global revenue, its parent company, Canon Inc., as of 2024 has ranked in the top-10 for U.S. patents granted for 41 consecutive years†. Canon U.S.A. is dedicated to its _Kyosei_ philosophy of social and environmental responsibility.

To learn more about Canon, visit us at  and connect with us on Linked In at  .

** Who We Are*
* _Where Talent Fosters Innovation._

Do you want your next professional experience to be filled with purpose and opportunity, world-class team members, and impactful work? Driven by our mission of exceeding customer expectations with our technologies and enriching the lives of our local communities and staff, we are a phenomenal team working collaboratively toward common goals. Our employees have a strong work ethic, creativity, and a cooperative spirit.

We believe in integrity, respect, empowerment, and making a difference in the communities we serve. There is a strong sense of pride in what we do individually and together as a team. Join us and discover what it means to work for a global digital imaging leader with an unparalleled reputation for quality and innovation.

** What We Offer*
* You'll be joining a leader in digital imaging and innovation with an immense…