Customer Technical Support Technician
Customer Technical Support Technician
Posted on :
24-04-2025
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1 Vacancy
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Job Description
About the Role
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.
Your Impact
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 onsite 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 noncompliant.
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 Canons 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.
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 onsite 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 noncompliant.
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 Canons 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.
About You: The Skills & Expertise You Bring
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 electomechanical 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 drivers 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.
Minimum 5 of years of business knowledge in the office equipment industry.
Experienced technician with electomechanical 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 drivers 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.
Company Overview
About our Company Canon U.S.A. Inc. is a leading provider of consumer businesstobusiness 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 topfive 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 and connect with us on LinkedIn at
Where Talent Fosters Innovation.
Do you want your next professional experience to be filled with purpose and opportunity worldclass 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.
Youll 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.
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 cant 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
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 we cannot guarantee the validity of this posting. For a list of our current postings please visit us at
#CUSA
Who We Are
Where Talent Fosters Innovation.
Do you want your next professional experience to be filled with purpose and opportunity worldclass 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
Youll 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 cant 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
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 we cannot guarantee the validity of this posting. For a list of our current postings please visit us at
#CUSA
Workstyle Description
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.
Posting Tags
#LIRH1 #PM19 #LIHybrid
Required Experience:
IC
Employment Type
Full-Time
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