The RequirementsTo meet the basic qualifications for the Technical Solutions Representative role, you should have legal authorization to work permanently in the United States for any employer without requiring a visa transfer or visa sponsorship.
Additionally, to be a strong fit for this opportunity you will have:
- Demonstrated technical proficiency within the imaging industry.
- Demonstrated proficiency diagnosing, troubleshooting and repairing digital products and technical issues on electromechanical machinery, such as copiers and printers.
- Working knowledge of computer platforms and the ability to update system software and load print drivers.
- An associate's degree in Electronics or another relevant focus, or the equivalent training and/or experience in the military or a trade school.
- Excellent oral and written communication skills to document all issues in the Call Management System and/or Knowledge Base.
- Proven customer service skills and an engaging personality.
- Completion of Network+ Certification OR Completion of an approved vendor Training or certification is highly preferred.
The RoleReporting to the Senior Manager, Technical Support, as Technical Solutions Representative for our Certified Center of Excellence, you will provide telephone and web-based technical assistance to Canon dealer partners on BISG (Business Imaging Solutions Group) products.
You will provide phone and web based support to both customer-facing field technicians and Canon resellers who are diagnosing problems and repairing Canon hardware including copiers, printers, fax machines and professional and large format printers. It will be your job to troubleshoot problems and recommend solutions using your technical expertise, re-creating difficult problems in a lab environment, and referencing data contained in Canon documented resources. You will be asked to log all call activity into the call management system and share information in the knowledge base for both internal and external customers.
In addition, you will also create "how to" videos and articles that will support technicians in the process of troubleshooting.
We are committed to supporting the dealer community and end users with fast response time and resolution, and we'll look to you to collect data, be collaborative, and resolve tickets as quickly as possible. You'll communicate with dealer personnel, ensuring they remain engaged throughout the support process to help facilitate interactions with end users or IT administrators.
Note: this description is intended to give you a general overview of the position and is not an exhaustive listing of duties and responsibilities.
Why CanonGreat environment
We have a 94 percent resolution rate and have been recognized as a Center of Excellence for many years! The bar has been set high and we’re looking for proven performers to join the team. In addition, we are in the midst of building a brand new Solutions Center facility on the Melville campus.
Autonomy and Ownership
While your supervisor will provide direction, you will enjoy a good deal autonomy in doing your job and be able to take ownership of your role. You will be able to leverage the breadth of your technical talents to deliver the best service to the customers and technicians you'll support.
Cool Stuff! Creative Thinking!
Simply put, Canon is on the cutting-edge of what’s going on with professional imaging products. We think creatively and you’ll be able to also think creatively as you design solutions to meet your clients’ needs. Additionally, you will have an innovative and technically savvy team behind you to help along the way.
Commitment to the Environment and Community
Canon has undertaken several initiatives to reduce the environmental impact of our operations and our products. In addition, Canon U.S.A. believes strongly that we have a responsibility to contribute to the welfare of the communities we serve. For example, one of our most prominent programs, Canon4Kids, applies Canon product expertise to help locate missing children.
Innovation in Technology
Innovation has been a key ingredient in Canon's success throughout our history. We are one of the most prolific inventors of consumer and professional imaging solutions. Canon Inc. has maintained a top-five worldwide ranking among all companies issued U.S. patents, with thousands of U.S. patents granted in 2016 alone. Every year we invest a significant portion of net sales to R&D.
Unique Corporate Philosophy
We embrace diversity in the workplace through the spirit of kyosei, Canon's corporate philosophy. Kyosei means "all people, regardless of race, religion or culture, harmoniously living and working together into the future." We are committed to creating a diverse work environment where all employees are respected and supported to do their very best. We are an Affirmative Action Equal Opportunity Employer M/F/D/V.
In addition to competitive compensation, we offer a comprehensive benefits package that covers everything from your physical to financial well being. We've teamed up with some of the most respected providers in the country to bring our employees the best in benefits. Health benefits begin on your first day of employment.
Pictured above: Canon recently swept the 2016 "Pick" awards in the Wide Format Printer and MFP categories from Buyers Laboratory LLC (BLI), the world’s leading authority on document imaging devices and solutions. Our ImagePROGRAF iPF770 was named Outstanding 36" Color Wide Format Technical Printer, the imagePROGRAF iPF830/840/850 Series earned Outstanding 44" Color Wide Format Technical Printer Series, and the imagePROGRAF iPF840 MFP M40 was named Outstanding 44" Color Wide Format Technical MFP.
Pictured below: the imagePROGRAF iPF825 is a 44-inch wide powerhouse printing system designed to enhance productivity for medium to large workgroups, with dual media rolls and high speed throughput.
Keys to SuccessTo excel in this role you will be an autonomous problem solver who can take initiative and work to find a solution to each issue that comes across your desk. You will need a patient, solutions-oriented approach in the role, using your proven experience and common sense to ask the right questions. We'll look to you to bring a high level of professionalism and a sense of ownership to each interaction.
We've found that our top performers here at Canon share some common competencies. They are energetic, customer service oriented, and ready to go above and beyond their duties. You also should bring self-motivation and discipline to get up to speed quickly on our systems, products, and processes.
In addition, to be successful you will demonstrate:
- A passion for Canon's products
- Interest in technology and a knack for learning emerging technology
- Self-motivation and a strong drive to excel
- Big-picture vision as well as robust attention to detail
- A sense of ownership and accountability
- Creativity and the ability to see solutions
- The ability to work effectively across the organization and with internal and external stakeholders, technicians and customers
About UsFrom the opening of the New York office in 1955 to the further development of imaging products today, Canon U.S.A., Inc. has continued to be a leader in professional business and consumer imaging equipment and information systems. Our products include everything from cameras and EF lenses to binoculars, camcorders, digital presses, scanners and much more. Our extensive product line and digital solutions enable businesses and consumers worldwide to capture, store and distribute information.
Canon U.S.A. is committed to the highest level of customer satisfaction and loyalty, providing 100 percent U.S.-based consumer service and support for all of the products it distributes. Canon U.S.A. is dedicated to its Kyosei philosophy of social and environmental responsibility. In 2014, the Canon Americas Headquarters secured LEED® Gold certification, a recognition for the design, construction, operations and maintenance of high-performance green buildings. To keep apprised of the latest news from Canon U.S.A., sign up for the Company's RSS news feed by visiting www.usa.canon.com/rss and follow us on Twitter @CanonUSA. For media inquiries, please contact email@example.com.
Canon is proud to be an equal opportunity employer. Minority/Female/Individuals with Disabilities/Protected Veterans. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability or protected veteran status, or any other characteristic protected by law. To read more about employment discrimination protections under federal law, please visit this site: http://www1.eeoc.gov/employers/upload/eeoc_self_print_poster.pdf
Video: In the spirit of our corporate philosophy of Kyosei -- all people, regardless of race, religion or culture, harmoniously living and working together into the future -- Canon takes an approach to business that is socially responsible and economically logical. Our company’s commitment and contribution to the environment and to the world community are an integral part of Canon’s management structure, product design, manufacturing, and corporate culture.