National Support Technician

This is a fully remote position, open to applicants in Ohio.

📋 Description

• Delivers ongoing third-level technical assistance to field engineers and resolves equipment-related issues.

• Offers on-site support for new product launches and installations.

• Provides guidance on new adjustments, repairs, upgrades, and troubleshooting procedures, including advice on utilizing available resources for information.

• May conduct audits of accounts/equipment for performance, ensuring proper maintenance, and report on others' work to verify compliance with company standards, documenting findings in the SAR.

• Timely escalates issues to minimize customer downtime.

• Keeps Canon USA Management informed about the status of escalations.

• Regularly utilizes SAR, imPACT, RCCA, CRM, Maintenance Assist, Remote Assist, and ADAM.

• Maintains and updates records of problems and reports on resolved or unresolved issues.

• Organizes and shares information to enable other engineers to perform their tasks more effectively.

• Develops documents and inputs updated technical data to maintain the knowledge database and Core Competencies/technical publications.

• Trains fellow engineers on tool usage, working methods, and technical tips to enhance performance.

• Diagnoses MICR issues and addresses MICR-related inquiries.

• Ensures that all tasks, regardless of responsibility, are completed promptly (RCCA).

• Confidently completes Bundle upgrades in a timely manner.

• Must possess an understanding of Media-related issues and be able to discuss the interplay between Ink and Media.

• Meets and enhances performance targets for current strategic products while providing post-sales support for all assigned products.

• Collaborates with development teams, factory engineers, or third-party vendors to obtain technical information.

• Communicates any field obstacles (documentation, product defects, logistics) to team leads.

⛳️ Requirements

• High School Diploma, GED, or equivalent experience is required, along with 4 to 6 years of relevant experience.

• An Associate's degree in Mechanical or Electronics is preferred.

• Experience in field service, including knowledge of printers and testing and/or diagnostic applications.

• Advanced computer skills (networking, multiple operating systems, Windows Server, Linux, etc.) are preferred.

• Understanding of the TDM print market is beneficial.

• May require up to 70% travel (both domestic and international), including overnight stays (valid driver's license, passport, and acceptable driving record are necessary).

• Must be able to work in a 24/7 environment, perform shift work, and participate in on-call rotations.

• Required to take all necessary actions to secure security and/or other clearances needed by customers to access their premises.

• Technical certifications such as A+, Network+, MCSE are highly desirable.

• Advanced color certification is a plus.

• Familiarity with PLC/Control software is preferred.

• Knowledge of digital workflows in a color environment is desired.

• Must be capable of lifting 50 lbs and engaging in mobile activities for more than 50% of the time (walking, standing, stooping/kneeling). Ability to stand for the entire shift with occasional rest is required.

🏝️ Benefits

• Health insurance

• Dental

• Vision

• 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

• Swag! A Canon welcome kit and official merchandise