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.

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.
• Ensures all tasks, regardless of owner, are completed in a timely fashion (RCCA).
• Completes Bundle upgrades confidently and in a timely manner.

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).

• HS Diploma, GED, or equivalent experience required, plus 4 to 6 years of related experience.
• Associate's 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. This role is eligible for a transportation allowance.

Virtual - This position is considered virtual. The office will be open 5 days a week; however, you will not be required to report to the office unless there is a specific business need. Note that work schedules and office reporting requirements may change from time to time based on business needs.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. You must be legally authorized to work in the United States. The Company will not pursue or support visa sponsorship. All applicants must reside in the United States at the time of hire.