Position: PRODUCT ENGINEER SPECIALIST

Location: Melville, NY 11747

 Overview:

 This position is responsible for the tier 3 post-sales support of Canon USA’s Business Imaging Solutions Group networked multifunction printers (MFP), software, drivers, and device firmware. 

 This will include:

 investigation of escalated issues from the field, environment setup and testing execution, analysis, tracking, final report documentation, product performance and trend analysis, and product quality assurance investigations.

 Responsibilities:

 Case Escalations: 

Investigates newly assigned field claim escalations and follows current Service Level Agreement (SLA) guidelines for the first and subsequent actions until the case is resolved. 

 Sets up and duplicates field claim issues. 

 Discusses problems with Technical Coordinator, management, group leaders and developers as necessary. 

 Documents all investigations and information in appropriate databases. 

 Keeps dealer/customer and support personnel up-to-date while the investigation is in progress.

 Documentation:

Includes creation of Technical Publications, preparing Technical Transfer materials, and website posting requests for version updates and newly released products.

 Quality Assurance Testing:

Assists with the creation of Test Plans and Test Matrices that are compliant with Canon Quality Management System QA testing guidelines (for both Canon INC and Canon USA developed products).

 Performs QA while consulting with project leader(s) on results and creates/submits documentation including Defect and Final Test Reports using appropriate databases. 

 Responsibility also includes ensuring all Canon Quality Management requirements are followed for Canon USA developed products/customizations.

 Beta Test Programs: 

Assists with coordination of Beta Test Programs activities at Customer sites, which include installation of beta software, weekly calls, investigation of issues and replying to product related inquiries.  Also responsible for writing and escalating Trouble Reports for issues discovered during the Beta Program and writing and sending weekly and the final Beta Program reports.

 Qualifications:

This position requires a Bachelor’s degree, preferably in Computer Science, Computer Information Systems or Management Information Systems with specific technical coursework.

 1 – 3 years experience in a networking environment with a background in a development, technical support, or quality assurance capacity.  No experience necessary with Canon digital product line but an understanding of the network print workflow is helpful.

 Must possess the following skills:

 Working knowledge of current and upcoming versions of Windows and Mac OS.

UNIX/LINUX, MS Exchange, MS SharePoint Server and SQL knowledge is a plus.

Practical applied knowledge of Novell, Microsoft and standard network technologies.

 Demonstrated experience in testing and debugging network devices and systems (i.e.: computers, printers, shared network storage devices, mail systems etc).

 Working application knowledge of current versions of popular commercial software packages (i.e.: Office, Quark Xpress, Acrobat, and Adobe Creative Suite).

 Working knowledge of common networking/communication protocols such as DNS, SNMP, SMTP, etc.

 An industry standard certification such as MCTS or a CCNA is a plus.

This position requires ability to maintain organization and prioritization for project assignments.

-Must proactively and independently be able to coordinate product project management activities and ensure that established procedures are followed.