Technical Solutions Professional III

Technical Solutions Professional III

US-NY-Melville

Job : 33816
Type: Full-Time
# of Openings: 1
Category: Systems Technical Support
CUSA Melville Headquarters

About the Role

Canon U.S.A., Inc. in Melville, NY is currently seeking a Technical Solutions Professional III (Representative, Tech Supt III). The Technical Solutions Professional III performs second to third-level hardware phone-based support for Canon's LFS products, such as Arizona, Colorado, Plot Wave, Color Wave, and image

PROGRAF devices. Assists Canon dealers and CSG in troubleshooting and repairing these Canon devices. Using established company guidelines, provides phone-based technical assistance with installation, maintenance, routine repair, and calibration of Canon equipment. Serves as a primary second-level contact for service-related issues and provides direct technical support. Typically reports to a supervisor or manager.Location: Melville, NY (Hybrid) or Itasca, IL (Hybrid) Fully Remote considered for highly qualified candidates onlyHours: 10:00 AM - 6:00 PM (Occasional 11:00 AM - 7:00 PM coverage) Eastern time

This position is full time and offers a hybrid work schedule requiring you to be in the office Mondays, Tuesdays and Wednesdays and an option to work from home the remainder of the week (unless a specific business need arises requiring in office attendance on other days). Note that work schedules and office reporting requirements may change from time to time based on business needs.

Your Impact

About the RoleJoin one of the world's most admired and innovative imaging companies as part of our Technical Support Center. This is an opportunity to leverage your technical expertise, provide high-level support, and continue growing your skills in a dynamic environment.

As a Technical Solutions Professional III, you will deliver advanced phone-based technical support for Canon Independent Dealers and Canon Solutions Group technicians, focusing on production equipment systems functionality and hardware issues.Key Responsibilities

Technical Support: Provide expert troubleshooting for high-end Large Format hardware and related systems, including network connectivity for production devices such as Arizona, Colorado, plotWAVE, colorWAVE, and image

PROGRAF Devices

Problem Analysis: Duplicate, re-create, or configure environments within an open pre-escalation framework to diagnose issues, propose solutions, and report status updates

Documentation: Accurately record all interactions in the Call Management System to ensure efficient follow-up and timely resolution

Knowledge Sharing: Contribute to internal and external knowledge bases via Teams, Canon Grid, and other platforms

Video Content Creation: Produce concise "How-To" videos for the e-Support library to assist technicians and engineers in resolving issues independently

About You:
The Skills & Expertise You Bring

Experience:

2 - 5 years of technical proficiency in the Large Format Systems (LFS) imaging industry

2 - 5 years troubleshooting and repairing Canon Large Format digital products (Arizona, Colorado, plot

WAVE, color

WAVE, image

PROGRAF)

Technical Skills:

Strong knowledge of computer platforms, hardware flashing, system software updates, and print driver installation

Strong electrical and mechanical troubleshooting skills

Comprehensive understanding of Canon digital LFS products including manuals and tools

Ability to use tools such as voltage meter and electrical schematics in troubleshooting

Education:

Associate's degree in Electronics or equivalent military/trade school training preferred. 2 - 4 years of active field experience will also be considered

Certifications:

Network+ or equivalent hardware vendor training/certification highly preferred

Other Requirements:

Excellent oral and written communication skills

Proven customer service skills and a professional, engaging demeanor

Ability to work flexible hours and occasional light travel (up to 10%)

We are providing the anticipated salary range for this role: $33.37 - $49.98 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…