<p>About the Role</p> <p>Responsible for managing technical & implementation resources based at client site. Focus on meeting all operations objectives, mobilizing team resources, assisting in the development of site procedures. Solid understanding of Project Management, and clients IT environment.</p> <p>Your Impact</p> <ul> <li>Direct supervision of Support Team, including task assignment, quality control and development activities. - Daily Ticket Queue Management & Installation Support, including customer engagement, issue resolution and escalation as required. - Daily review of proactive care activities. - Escalation to Service Department as required. - Engagement with client IT contacts as required to troubleshoot and resolve issues. - Schedules assignments for staff and manages the daily workflow. - Oversees the generation of daily and monthly departmental reports. - Oversees the processing of external vendor billing. - Solicits customer feedback and ideas for service improvement. - Monitors and ensures staff compliance with established processes and procedures. - Trains, motivates, develops and manages site personnel for performance improvement. - Reviews Monthly Service Performance Reports with client. - Establishes developmental goals and conducts periodic performance reviews with direct reports; monitors performance reviews of indirect reports. - Oversees employee training and staff development. - Oversees efficient and economical utilization of equipment, materials and labor. - Proactively pursues the development of best practices and updates site procedures accordingly. - Supports IMAC process by providing daily report activities of device moves/removals and tracking of new device placements. - Ensures optimal performance of on-site staff and training/certifications are up to date. </li></ul> <p>About You: The Skills & Expertise You Bring</p> <p>Please note: this is a customer-facing role, and requires compliance with customer policies and protocols, which may include COVID-19 vaccination and other measures relating to COVID-19. Requires 5 years of related experience and management of two or more regular full-time employees; bachelor's degree in a relevant field preferred. - Technical experience and/or certifications required. - Strong customer service skills to generate customer relationships through listening and learning channels such as discovery conversations, issue management and resolution processes and regular check-ins to ensure resolution is satisfactory. - Identifies opportunities to improve the customer experience with Canon. - Respectfully shares customer opportunities for improvement with Canon teams as appropriate. - Required to take all necessary steps to obtain security and/or other clearances required by customers to enter the customers' premises. - May require up to 30% travel to client sites, including overnights (valid driver's license and acceptable driving record necessary). We are providing the anticipated base salary range for this role: $76,150.00 - $104,570.00 annually.</p> <p>Company Overview</p> <p>About our Company - 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 $29.4 billion in global revenue, its parent company, Canon Inc. as of 2023 has ranked in the top-five overall in U.S. patents granted for 38 consecutive years†. Canon U.S.A. is dedicated to its Kyosei philosophy of social and environmental responsibility. To learn more about Canon, visit us at www.usa.canon.com and connect with us on LinkedIn at https://www.linkedin.com/company/canonusa.</p> <p>Who We Are</p> <p>Where Talent Fosters Innovation. Do you want your next professional experience to be filled with purpose and opportunity, world-class team members, and impactful work? Driven by our mission of exceeding customer expectations with our technologies and enriching the lives of our local communities and staff, we are a phenomenal team working collaboratively toward common goals. Our employees have a strong work ethic, creativity, and a cooperative spirit. We believe in integrity, respect, empowerment, and making a difference in the communities we serve. There is a strong sense of pride in what we do individually and together as a team. Join us and discover what it means to work for a global digital imaging leader with an unparalleled reputation for quality and innovation.</p> <p>What We Offer</p> <p>You'll be joining a leader in digital imaging and innovation with an immense opportunity to make an impact and create your own rewarding career. We demonstrate commitment to our employees by offering a full range of rewards, including competitive compensation and benefits.</p> <p>And Even More Perks!</p> <ul> <li>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 †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. Canon U.S.A., Inc. offers a competitive compensation package including medical, dental, vision, 401(k) Savings Plan, discretionary profit sharing, discretionary success sharing, educational assistance, recognition programs, vacation, and much more. A more comprehensive list of what we have to offer is available at https://www.usa.canon.com/about-us/life-at-canon/benefits-and-compensation We comply with all applicable federal, state and local laws, regulations, orders and mandates, including those we may be required to follow as a federal government contractor/subcontractor. You must be legally authorized to work in the United States. The Company will not pursue or support visa sponsorship. All applicants must reside in the United States at the time of hire. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. If you are not reviewing this job posting on our Careers' site https://www.usa.canon.com/about-us/life-at-canon, we cannot guarantee the validity of this posting. For a list of our current postings, please visit us at https://www.usa.canon.com/about-us/life-at-canon. #CUSA </li></ul> <p>Workstyle Description</p> <p>Full-Time On Site - This position requires full-time presence at your assigned office(s)/worksite(s)/territory on your scheduled work days.</p> <p>Posting Tags</p> <p>#LI-RH1 #PM19 #LI-Onsite Responsibilities - Direct supervision of Support Team, including task assignment, quality control and development activities. - Daily Ticket Queue Management & Installation Support, including customer engagement, issue resolution and escalation as required. - Daily review of proactive care activities. - Escalation to Service Department as required. - Engagement with client IT contacts as required to troubleshoot and resolve issues. - Schedules assignments for staff and manages the daily workflow. - Oversees the generation of daily and monthly departmental reports. - Oversees the processing of external vendor billing. - Solicits customer feedback and ideas for service improvement. - Monitors and ensures staff compliance with established processes and procedures. - Trains, motivates, develops and manages site personnel for performance improvement. - Reviews Monthly Service Performance Reports with client. - Establishes developmental goals and conducts periodic performance reviews with direct reports; monitors performance reviews of indirect reports. - Oversees employee training and staff development. - Oversees efficient and economical utilization of equipment, materials and labor. - Proactively pursues the development of best practices and updates site procedures accordingly. - Supports IMAC process by providing daily report activities of device moves/removals and tracking of new device placements. - Ensures optimal performance of on-site staff and training/certifications are up to date. Qualifications Please note: this is a customer-facing role, and requires compliance with customer policies and protocols, which may include COVID-19 vaccination and other measures relating to COVID-19. Requires 5 years of related experience and management of two or more regular full-time employees; bachelor's degree in a relevant field preferred. - Technical experience and/or certifications required. - Strong customer service skills to generate customer relationships through listening and learning channels such as discovery conversations, issue management and resolution processes and regular check-ins to ensure resolution is satisfactory. - Identifies opportunities to improve the customer experience with Canon. - Respectfully shares customer opportunities for improvement with Canon teams as appropriate. - Required to take all necessary steps to obtain security and/or other clearances required by customers to enter the customers' premises. - May require up to 30% travel to client sites, including overnights (valid driver's license and acceptable driving record necessary). We are providing the anticipated base salary range for this role: $76,150.00 - $104,570.00 annually.</p>