Canon U.S.A., Inc.

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Manager, Systems / Technical Support

Manager, Systems / Technical Support

Job ID 
6848
Location 
US-NY-Melville
Experience (Years) 
4
Category 
Customer Service/Support

More information about this job

Company Overview

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 pr@cusa.canon.com.

 

† 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.

Position Overview

Canon U.S.A. in Melville NY is currently seeking a Manager, Systems/ Technical Support to manage our brand new Customer Solutions Center.  This Certified Center of Excellence, which has a 94% resolution rate, provides telephone and web based technical assistance to Canon dealer partners on business imaging products. Experience in managing a dynamic and technology based team focused on customer support.  Position requires excellent oral and written communication skills, leadership and administrative skills. 

Responsibilities

  • You will manage a staff of Technical Support Representatives and ensures customers are receiving the highest quality of technical support
  • Advises, directs, and trains less experienced divisional staff to ensure effective support is provided in a timely manner
  • Provides guidance in the proper use of all electronic infrastructure and support systems
  • Demonstrates innovation by taking a leading role in offering creative ideas to improve current process and practices
  • Oversees the training and the development for all Technical Solutions Representatives.  This training to include formal classroom as well as student/mentor
  • Manages and monitors the initiative to provide proactive and preemptive Trend Analysis
  • Performs advanced administrative functions such as effectively developing work plans, task descriptions, and timetables for projects

Qualifications

  • Ten years demonstrated technical proficiency within the imaging industry is highly desirable. 
  • Eight years demonstrated proficiency in the technical troubleshooting and repair of Canon digital products is required.
  • Five plus years demonstrated manager level experience within a high-level support environment
  • Strong understanding of PC and Mac environments and their integration into a LAN/WAN.  Strong working knowledge of LAN/WAN operating systems and protocols in problem diagnostics and troubleshooting
  • Bachelors degree preferred
  • The position may require some light travel