Technical Support Engineer (Pro Imaging Products)
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 $29 billion in global revenue, its parent company, Canon Inc. (NYSE:CAJ), ranks third overall in U.S. patents granted in 2016† and is one of Fortune Magazine's World's Most Admired Companies in 2016. Canon U.S.A. is committed to the highest level of customer satisfaction and loyalty, providing 100 percent U.S.-based consumer service and support for all of the products it distributes. Canon U.S.A. is dedicated to its Kyosei philosophy of social and environmental responsibility. In 2014, the Canon Americas Headquarters secured LEED® Gold certification, a recognition for the design, construction, operations and maintenance of high-performance green buildings. To keep apprised of the latest news from Canon U.S.A., sign up for the Company's RSS news feed by visiting www.usa.canon.com/rss and follow us on Twitter @CanonUSA. For media inquiries, please contact firstname.lastname@example.org. † 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. We are an EEO/AA employer. Minority/Female/Individuals with Disabilities/Protected Veterans.
Canon U.S.A., Inc., is expanding our business into the surveillance market. We are therefore, conducting a search for a Senior Technical Support Engineer for the ITCG Division to support the system integration process of surveillance cameras, pro imaging equipment including robotics and working with 3rd party software and hardware vendors. Must have a strong understanding of computer networks and good communicator.
The Sr. Technical Support Engineer will provide technical support to field engineers, technicians, and product support personnel who are diagnosing, troubleshooting, repairing and debugging complex equipment. Responds to situations where first-line product support has failed to isolate or fix problems in malfunctioning equipment or software. Reports design, reliability and maintenance problems or bugs to design engineering/software engineering. Provides support to customer/users where the product is highly technical or sophisticated in nature. Works on problems of limited scope. Follows standard practices and procedures in analyzing situations or data from which answers can be readily obtained.
The Senior System Support Engineer will support Network Cameras, Professional Imaging products and solutions.
Provide technical assistance to integrators for system integration of Canon Pro Imaging products
Work with system integrators to help design solutions that utilize Canon camera technologies.
Support Consultants in their efforts in creating systems in government and other markets.
Projector control system compatibility and testing. Provide technical support at Trade shows and events
Will be working with leading edge technology in the imaging industry.
Key Responsibilities ("Do")
- Case Escalation and QA: Provides field case escalation support by duplicating and re-creating the cases environment in order to obtain information and a possible solution. Assist in product quality assurance investigations.
- Trend Analysis: Performs research on third party solutions that can compliment current imaging products to be utilized in other markets.
- Technical Information Reporting: Gather requirements from customers and create proper documentation to send to the development to understand current constraints and product modification needs or new product development in certain cases.
- Documentation: Assist in the development of procedure documents for tests to be conducted for new products or concepts. Work with other groups to establish procedures for product modifications or testing.
Must have Technical degree in computer or related field
5 years of related experience supporting Network Cameras, Professional Imaging products and solutions.
Must have strong networking background
Must have excellent communications skills
CTIA+ certification recommended
Cisco Certification recommended
Security market background is a plus
AV industry knowledge is a plus
Job requires 30% travel. This position requires driving for company business as an essential function of the job and must remain in compliance with company safety guidelines and policies.
Must be a self-motivator in order to keep abreast of new technologies. They must posses a strong initiative to learn and grow within the engineering group. Must keep accurate records and maintain a clean working environment.
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