Tech, National Supp

Canon U.S.A., Inc.; Cleveland (OH); On-site; USD 95,835,000 - 144,130,000; Full time

Benefits offered by this job

Employee referral bonus

Employee discounts

Dress for Your Day

Job summary

Canon U.S.A., Inc. seeks a Field Service professional to ensure product execution in the field and maintain service quality across Central and Southeast regions. Travel and on-site presence are required, with emphasis on printer knowledge and diagnostics.

You will provide tier-3 technical support, assist with new product introductions, train engineers, and maintain knowledge databases. Strong OS skills and ability to work flexible shifts are essential.

Qualifications

• Associates degree in Mechanical or Electronics.
• HS Diploma, GED, or equivalent experience with 4–6 years of related field service experience.
• Field service experience including printer knowledge and testing/diagnostic applications.
• Advanced computer skills (networking, multi-OS, Windows Server, Linux).
• Willingness to travel up to 70% domestically and internationally.

Responsibilities

• Provide third-level technical field support to engineers and troubleshoot equipment.
• Offer field support for new product introductions, installations, and upgrades.
• Instruct on adjustments, repairs, and troubleshooting using available information sources.
• Audit and report on equipment performance and maintenance to meet company standards.
• Escalate issues promptly to minimize customer downtime and inform management.

Skills

Field service

Printer knowledge

Technical troubleshooting

Networking

Windows/Linux knowledge

Security clearances

Education

Associates degree in Mechanical or Electronics

HS Diploma or GED

Tools

SAR

imPACT

RCCA

CRM

Remote Assist

ADAM

Job description

Location

US-OH-Cleveland | US-NC-Charlotte | US-TX-Coppell

Company

Canon U.S.A., Inc.

Requisition ID

34869

Category

Field Service

Position Type

Full-Time

Workstyle

Full-Time On Site

About the Role

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

Territory will cover Central and Southeast aeras. Must reside near an Airport. Travel required.

Your Impact

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 Canon USA 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).

About You: The Skills & Expertise You Bring

• HS Diploma, GED, or equivalent experience required, plus 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.

We are providing the anticipated base salary range for this role: $33.59-50.30 hourly . This role is eligible for a transportation allowance.

Company Overview

About our Company - Canon U.S.A., Inc., is a leading provider of consumer, business-to-business, and industrial digital imaging solutions to the United States and to Latin America and the Caribbean markets. With approximately $28.5 billion in global revenue, its parent company, Canon Inc., as of 2024 has ranked in the top-10 for U.S. patents granted for 41 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 www.usa.canon.com and connect with us on LinkedIn at https://www.linkedin.com/company/canonusa.

Where Talent Fosters Innovation.

Do you want your next professional experience to be filled with purpose and opportunity, world-class 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

You'll 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 can't 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 https://www.usa.canon.com/about-us/life-at-canon/benefits-and-compensation

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.

Workstyle Description

Full-Time On Site - This position requires full-time presence at your assigned office(s)/worksite(s)/territory on your scheduled work days.