Job description

Description:
• Manage relationships with client IT administrators and personnel.
• Develop and maintain a thorough understanding of the client’s networking environment.
• Keep up-to-date knowledge of all deployed solutions within the client’s environment.
• Perform regular application administration for fleet management, output management, and scanning software solutions.
• Assist clients and Canon’s Account Team in testing and implementing hardware/software solutions within client network environments.
• Identify potential impacts on timelines and immediately alert the Canon team.
• Execute all technical support and issue resolution activities.
• Communicate chronic technology issues to the client and Canon Account Team.
• Train Canon site personnel on pre-defined troubleshooting and remediation strategies.
• Ensure that technical deadlines are met and manage customer expectations with the project team.
• Lead projects from a technical perspective, including organizing and facilitating kick-off meetings.
• Maintain ongoing relationships with the customer’s IT management team.
• Develop and deliver technical training classes for on-site personnel and other team members as needed.
• Deliver excellent customer service, consistently building positive relationships that represent Canon.
• Share customer feedback systematically to broaden team knowledge of issues, capabilities, and client-specific needs.
• Update the customer information database regularly, including issue resolution, activity log and feedback.
• Recommend improvements to work systems and approaches to enhance customer experience.
• Collaborate with Canon team members across departments to share customer feedback as appropriate.

Requirements:
• Bachelor’s degree in a relevant field or equivalent experience required.
• 5+ years of related experience in technology operations or IT support.
• Proven ability to build strong customer relationships and manage issues with follow-through.
• Experience with output management systems and scanning solutions.
• Proficiency in fleet management, output management, and scanning software solutions.
• Strong project management skills, including the ability to lead technical meetings.
• Any of the following technical Certifications (preferred or to be obtained within a year of hire):
• CompTIA A+
• CompTIA Network+
• CompTIA Security+
• CompTIA Cloud+
• CompTIA Server+
• Must possess a valid driver’s license and maintain an acceptable driving record.
• Ability to travel up to 30% to client sites, including occasional overnight travel.
• Must obtain security clearances as required by customer contracts.

Benefits:
• Employee referral bonus
• Employee discounts
• “Dress for Your Day” attire program (casual is welcome, based on your job function)
• Volunteer opportunities to give back to our local community
• Swag! A Canon welcome kit and official merch you can’t get anywhere else