Customer Technical Support Technician

Location

US-NJ-Burlington | US-IL-Itasca | US-FL-Boca Raton

Company

Canon U.S.A., Inc.

Responsible for providing direct technical support in a help desk setting. Primary role is to interact with specific trained customer technicians and assist in troubleshooting. Supports clients via remote support technologies (phone, email, remote connection) on providing timely support of hardware systems sold and serviced by Canon. Role is designed to be a "one stop shop" for all customer technician programs. It involves heavy product troubleshooting, parts evolution/ordering, and supplies fulfillment. Documents cases thoroughly for case and order tracking. Uses advanced troubleshooting techniques to assist the clients for rapid resolution. Places escalation calls for field support when needed. Ensures appropriate determination of appropriate entitlements and billable call notification as necessary. Reviews parts requests, and plays a key role to ensure request validity through verification of functionaity, required maintenance and appropriate customer device usage. Works with parts planning on part kit recomendations. Special focus on cost efficiency to ensure parts are replaced only after extensive investigation. Follow up with technicians to ensure problems are resolved or escalated for resolution.

- Make available services to all of our designated Customer Technicians program users. This includes, OPP+, CPP, Customer Technician, and Self Maintainer.
- Providea first level support to all customer technicians. This includes deep troubleshooting, repair suggestion, and parts evaluations.
- Ordera parts as needed and arranges shipment of those parts to the customer technician. Communicates tracking information and remains the point of contact throughout the parts delivery process. Works with Parts Planning group to optimize on-site kits for increased uptime.
- When a Image Quality issue is reported - leads customer technician through a complete head cleaning, calibration, compensation, troubleshooting process before any print heads can be ordered for replacement. Use of the various machine tools and off line tools will be required. Work with customer tech to optimize print head life and explain charges when necessary. Place servie call for Canon techncian is rrequired.
- Utilizes various tools to assist customer technicians in repairs. This includes all manufacture tools and any 3rd party tools.
- Orders supplies for the customer technician when requested.
- Monitors various systems to determine if the technicians are performing the maintenance as required. Escalates with supporting data if technician is non-compliant.
- Determines correct time to move to 2nd level support (field teams). Coordinates the support by placing support call in various systems and inform customer of charges.
- Manages tickets using the system. Opens tickets for every interaction and updates record accordingly, staying active on closing tickets as required.
- Collaborates on various program costs. Responsibilite for managing the program in a way that controls Canon's parts cost.
- Responsible for working with various IT groups to develop reporting in order to review the health of the programs. Reviews with service leadership quarterly.
- Analyzes and reports on product malfunctions, escalating to product support when necessary.

HS Diploma, GED, or equivalent experience required, plus 6 or more years of related experience.
- Minimum 5 of years of business knowledge in the office equipment industry.
- Experienced technician with electo-mechanical troubleshooting.
- Experience providing remote support in a help desk environment.
- Must have a good working knowledge of S21 and Oracle systems to navigate and execute parts orders, service calls, and supplies orders.
- May require up to 10% travel including overnightsas required required for training (valid driver's license and acceptable driving record necessary).
- Overtime as needed for client support outside of standard busniess hours.

We are providing the anticipated rate for this role: $34.67 - $51.92 hourly.

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 $29.4 billion in global revenue, its parent company, Canon Inc. as of 2023 has ranked in the top-five overall in U.S. patents granted for 38 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 www.usa.canon.com and connect with us on LinkedIn at https://www.linkedin.com/company/canonusa.

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 opportunity to make an impact and create your own rewarding career. We demonstrate commitment to our employees by offering a full range of rewards, including competitive compensation and benefits.

And Even More Perks!

-Employee referral bonus
-Employee discounts
-"Dress for Your Day" attire program (casual is welcome, based on your job function)
-Volunteer opportunities to give back to our local community
-Swag! A Canon welcome kit and official merch you can't get anywhere else

*Based on weekly patent counts issued by United States Patent and Trademark Office.
All referenced product names, and other marks, are trademarks of their respective owners.

Canon U.S.A., Inc. offers a competitive compensation package including medical, dental, vision, 401(k) Savings Plan, discretionary profit sharing, discretionary success sharing, educational assistance, recognition programs, vacation, and much more. A more comprehensive list of what we have to offer is available at https://www.usa.canon.com/about-us/life-at-canon/benefits-and-compensation

We comply with all applicable federal, state and local laws, regulations, orders and mandates, including those we may be required to follow as a federal government contractor/subcontractor.

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.

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.

If you are not reviewing this job posting on our Careers' site https://www.usa.canon.com/about-us/life-at-canon, we cannot guarantee the validity of this posting. For a list of our current postings, please visit us at https://www.usa.canon.com/about-us/life-at-canon.

#CUSA

Hybrid - This position is full time and offers a hybrid work schedule requiring you to be in the office three days a week 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.

#LI-RH1 #PM19 #LI-Hybrid

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