Field Support Solutions Technician
Field Support Solutions Technician Location US-IL-Schaumburg | US-MN-Eagan | US-KS-Overland Park | US-PA-Philadelphia | US-DC-Washington Company Canon Solutions America, Inc. Requisition ID 27943 Category Field Service Position Type Full-Time Overview Primary instructors and field support specialists for upcoming new product launches/installations in a startup role. Inclusive of field training, installation and providing service in a support role during the implementation of the solutions sold to major customers. Accountable for developing, administering and presenting comprehensive technical seminars to field service employees on all existing and future contracted products sold by Canon Solutions America. In addition, the Field Support Solutions Specialist, Senior will actively provide on site emergency service call completion on various products. Responsibilities Field Support - Provides ongoing third-level technical support to field technicians and troubleshoots problems on equipment either onsite or via virtual tools. - Provides field support for new product introductions, installations, and large customer opening until resources are trained and ready to provide service to the customer. This includes performing onsite installations of equipment, service calls, and technical development of new resources. - Provides instruction on new adjustments, repairs, upgrades and troubleshooting procedures, including guidance in utilization of available sources of information. - Provides on site emergency calls completions to accounts as directed. Expected to perform service call service to support changes in onsite manpower or unique situations. - May audit accounts/equipment for performance and ensure proper maintenance, report on others work to ensure it meets company standards and accepted best practices. - Organizes and disseminates information so that other technicians can perform their duties more efficiently. - Creates documents, and inputs updated technical information to maintain any and all knowledge databases, Core Competencies/technical publications. - Trains other technicians in the use of tools, working methods, and technical tips to improve performance. - Must understand and show competence in Media related issues and be able to discuss the interaction between Ink & Media. - Full understanding of Service Automation Tools (ORS / DSF / Adam / Snapshot) and utilizes any dashboard functionality on a regular basis. - Interfaces with development, factory engineer or third party vendors for technical information & support when needed. Qualifications HS Diploma, GED, or equivalent experience required, plus 4 to 6 years of related experience. - Associates degree in Mechanical or Electronics area of study or equivalent experience - Field service experience, including printer knowledge and testing and/or diagnostic applications. - Advanced computer skills (networking, multi operating system, windows server, Linux etc.) preferred. - May require up to 85% 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. Successful candidatemust live within the Midwest region of the United States and live within a reasonable distance to a major airport. Company Overview About our Company - Canon Solutions America, Inc. empowers companies of all sizes to succeed by supplying market leading enterprise, production, and large format printing solutions, supported by exceptional professional service offerings. With unwavering dedication to promote professional innovation, Canon Solutions America, Inc. helps drive sustainability, nurture efficiency, and regulate costs through the unification of comprehensive digital and traditional printing and document management solutions. As a wholly owned subsidiary of Canon USA, Canon Solutions America, Inc. is headquartered in Melville, NY and has sales and service locations across the US Our parent company, Canon Inc. (NYSE: CAJ), which earned approximately $30.4 billion in global revenue in 2020, ranks third overall in US patents granted in 2020 and was named one of Fortune Magazine's World's Most Admired Companies in 2020. Canon Solutions America 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 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. We are an EEO/AA employer. 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