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accessiBe is the market leader in web accessibility solutions and technologies.
National Support Technician
Location
Nevada
Posted
52 days ago
Salary
$33 - $50 / hour
Seniority
Senior
Job Description
National Support Technician
accessiBe
• Ensures specific products and technology programs are executed in the field effectively while maintaining ongoing product quality and services to all stakeholders • 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 • 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 • Ensures 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 • 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)
Job Requirements
- 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).
Benefits
- Health insurance
- 401(k) Savings Plan
- Discretionary profit sharing
- Discretionary success sharing
- Educational assistance
- Recognition programs
- Vacation
- Employee referral bonus
- Employee discounts
- “Dress for Your Day” attire program
- Volunteer opportunities
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