National Support Technician

Job description

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. 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 up...