Technician, National Support
Apply NowCompany: Canon U.S.A., Inc.
Location: Coppell, TX 75019
Description:
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.
We are providing the anticipated hourly rate for this role: $33.59 - $50.30 hourly
Company Overview
About our Company -#CUSA
Posting Tags
#LI-EF1 #PM19
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.
We are providing the anticipated hourly rate for this role: $33.59 - $50.30 hourly
Company Overview
About our Company -#CUSA
Posting Tags
#LI-EF1 #PM19