Canon Solutions America

Technical Training and Support Specialist

US-IL-Itasca
2 months ago
Job ID
15591
Category
Service Support - Product Training

Overview

Canon Solutions America is a Canon USA Company providing integrated systems technology that comprise one of the strongest solutions portfolios in the document management industry. 

 

The Technical Training and Support Specialist provides comprehensive training and technical support to all other technical positions within the Service Division.  The Technical Training and Support Specialist is accountable for developing, administrating, and presenting comprehensive technical training to both field and in-house service employees on existing and future contracted products sold by Canon Solutions America. This includes all Canon and Océ digital and Multi-functional products as well as any third party identified products (i.e. HP, BLM, etc.). In addition, the Technical Training and Support Specialist will actively participate in various  technical meetings and the troubleshooting and repair of complex technical problems for our internal and external customers, either on-site or remotely. 

 

Canon Solutions America offers a competitive compensation package including medical, dental, vision, 401(k) Savings Plan, profit sharing, success sharing, educational assistance, recognition programs, vacation, and much more!

Responsibilities

TRAINING

  • Direct the classroom experience for the students to ensure that the goals and objectives of the student and the curriculum are met.
  • Train Canon Solutions America Field Service & Support, Independent Dealers, Self-Maintainers, & Third Party technicians in Product Technology Certification, service workflow procedures, and supporting Software & Solutions through stated objectives of curriculum.
  • Provides coaching & constructive feedback to students to ensure support professionals efficiently & effectively meet course requirements.
  • Work with Subject Matter Experts to analyze information for development of customized training or changes/updates of programs.
  • Develop training programs, including outlines, training manuals, handouts and mini guides for new products to assist with trainee understanding and knowledge retention
  • Maintenance of classroom products including parts management and PM cycles.
  • May conduct assigned training sessions, in both classroom and non-classroom settings, concerning general equipment operation, maintenance, and troubleshooting

TRAINING TECHNOLOGY

  • Conducts internal escalations, field visits or dealer visits to maintain field knowledge and acquire feedback on current training programs. Seeks out new areas of development, research industry training trends to advise and implement of key initiatives to ensure the canon image of a technology & training leadership company
  • Proficient in all Learning & Technology Systems to ensure quality feedback for students and curriculum Development groups. Support other Trainers in understanding and use of these technologies.
  • Communication & meetings with Engineering/Support and Curriculum developers to ensure accuracies of all training deliverables with current product trends or client issues
  • Maintain working knowledge of all related offerings within the Canon/Océ product line

RELATIONSHIP MANAGEMENT

  • Develop and manage the relationships with Product Engineers, Specialists, Field Service, Direct Vendor, and both internal & external customers.
  • Participate in all relevant Technical Information meetings
  • Resolve complaints as it pertains to training, escalated by any groups or other end users

PROJECT MANAGEMENT

  • Establish and document procedures for the completion of project tasks
  • Track the status of all relevant project tasks
  • Communicate effectively with project team members, sponsors, and stake holders during the development and implementation of the project

CUSTOMER SERVICE

  • Understand and respond to customer needs and requests
  • Communicate customer comments, personal observations, and concerns to appropriate Business Services personnel
  • Assist client management teams in regular meetings with customer to review current site status and suggest operational improvements

Qualifications

  • Bachelor’s degree or equivalent related experience required.
  • 3-5 years of relevant experience.
  • CTT+ (Certified Technical Trainer), Network+, MCP (Microsoft Certified Professional), and/or CNA (Certified Network Administrator) preferred.
  • ATSP, ATP, or other related training certifications a plus.
  • Strong communication, presentation, and organizational skills.
  • Experience working with end users in a support and/or training capacity.
  • A technical background is a plus.
  • Must have a valid driver's license and ability to drive to various locations surrounding the office and beyond as needed.
  • Must be able to lift 50 pounds and work in a mobile capacity throughout the day.

Canon Solutions America, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status, or any other characteristics protected by law.

 

EOE Minorities/Females/Individuals with Disabilities/Protected Veterans

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