Ensures specific products and technology programs are executed in the field effectively while maintaining ongoing product quality and services to all stakeholders
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).

Benefits

Health insurance
401(k) Savings Plan
Discretionary profit sharing
Discretionary success sharing
Educational assistance
Recognition programs
Vacation
Employee referral bonus
Employee discounts
“Dress for Your Day” attire program
Volunteer opportunities

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

troubleshootingtechnical supportfield serviceprinter knowledgediagnostic applicationsadvanced computer skillsnetworkingLinuxPLCdigital workflows

Soft Skills

communicationtrainingorganizationproblem-solvingtime management

Certifications

A+Network+MCSEadvanced color certification