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Canon USA & Affiliates National Support Technician II in Massachusetts


Ensures specific products and technology programs are executed in the field effectively while maintaining ongoing product quality and services to all stakeholders.


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 CSA 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).


  • 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.

Company Overview

About our Company - Canon Solutions America provides industry leading enterprise, production, and large format printing solutions, supported by exceptional professional service offerings. With the technology offerings of the Canon and Océ brands, Canon Solutions America helps companies of all sizes find ways to: improve sustainability, increase efficiency, and control costs in conjunction with high volume, continuous feed, digital and traditional printing, and document management solutions. A wholly owned subsidiary of Canon U.S.A., Inc., Canon Solutions America is headquartered in Melville, N.Y. and has sales and service locations across the U.S.

Canon Solutions America offers a competitive compensation package including medical, dental, vision, 401(k) Savings Plan, profit sharing, success sharing, educational assistance, recognition programs, vacation, and much more.

We are an EEO/AA employer. Minority/Female/Individuals with Disabilities/Protected Veterans.

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Posting Tags


Location US-MA

Company Canon Solutions America, Inc.

Requisition ID 24042

Category Field Service

Position Type Full-Time