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Canon USA · 2 days ago

Technical Solutions Professional III

Itasca, IL

Full-time

Hybrid

Entry, Mid Level

$33.37/hr - $49.98/hr

2+ years exp

Canon U.S.A., Inc. is a leading imaging company seeking a Technical Solutions Professional III to provide advanced phone-based technical support for their Large Format Systems products. The role involves troubleshooting, documenting interactions, and creating knowledge resources to assist technicians and engineers.

Consumer ElectronicsDigital MediaElectronicsHardwareManufacturingPhotographyProductivity Tools

No H1B

Responsibilities

Technical Support: Provide expert troubleshooting for high-end Large Format hardware and related systems, including network connectivity for production devices such as Arizona, Colorado, plotWAVE, colorWAVE, and imagePROGRAF Devices

Problem Analysis: Duplicate, re-create, or configure environments within an open pre-escalation framework to diagnose issues, propose solutions, and report status updates

Documentation: Accurately record all interactions in the Call Management System to ensure efficient follow-up and timely resolution

Knowledge Sharing: Contribute to internal and external knowledge bases via Teams, Canon Grid, and other platforms

Video Content Creation: Produce concise 'How-To' videos for the e-Support library to assist technicians and engineers in resolving issues independently

Qualification

Large Format SystemsTroubleshooting Canon productsElectrical troubleshootingNetwork+ certificationComputer platforms knowledgeCustomer service skillsCommunication skills

Required

2 - 5 years of technical proficiency in the Large Format Systems (LFS) imaging industry

2 - 5 years troubleshooting and repairing Canon Large Format digital products (Arizona, Colorado, plotWAVE, colorWAVE, imagePROGRAF)

Strong knowledge of computer platforms, hardware flashing, system software updates, and print driver installation

Strong electrical and mechanical troubleshooting skills

Comprehensive understanding of Canon digital LFS products including manuals and tools

Ability to use tools such as voltage meter and electrical schematics in troubleshooting

Excellent oral and written communication skills

Proven customer service skills and a professional, engaging demeanor

Ability to work flexible hours and occasional light travel (up to 10%)

Preferred

Associate's degree in Electronics or equivalent military/trade school training preferred. 2 - 4 years of active field experience will also be considered

Network+ or equivalent hardware vendor training/certification highly preferred