• 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)

• Investigate, debug and solve complex application software issues • Review logs, scripts and code (SQL, API, etc) to identify root causes of bugs • Act as a technical contact offering solutions to customers via email, teams and phone • Work with technical and functions teams to resolve bugs and improve product quality • Maintain a robust knowledge base and ensure accurate ticketing documentation • Create and maintain knowledge base user guides and documentation for known errors • Work with function and technical teams to escalate complex bugs and verify fixes

• Mentor, coach and train support specialists to improve performance and growth • Act as the primary escalation point for complex, high-priority customer technical issues • Monitor key support metrics to identify bottlenecks and improve processes • Work with technical and functions teams to resolve bugs and improve product quality • Maintain a robust knowledge base and ensure accurate ticketing documentation • Develop and maintain flow of ticket resolution

• Assist customers and users by phone, chat, e-mail, or support tools; • Diagnose and resolve issues related to hardware, software, networks, and systems; • Perform configuration, installation, and updates of systems and applications; • Support preventive and corrective maintenance of equipment and technological environments; • Monitor system performance and identify potential improvements or adjustments; • Document support tickets, incidents, and technical procedures in the knowledge base; • Execute backup and data recovery processes when necessary; • Guide users on best practices for system use and information security; • Assist in the deployment of new technologies and solutions with teams and clients; • Contribute to the continuous improvement of processes and technological infrastructure.