Solutions Consultant

Job description

US-CA-Irvine
Canon U.S.A., Inc.

Requisition ID: 26128
Category: Customer Service/Support
Position Type: Full-Time

Overview

Based in the Western region, responsible for supporting complex solutions that often include customized software which integrates with customer external systems. Generally setup & configure QA and Production systems within customer network environments before the solution rolls out and provide technical support to the customers after the solution rolls out to the customer production environment which includes troubleshooting issues reported by the customer users, providing answers to the questions, and working with development team to provide resolution to the support requests.

VIRTUAL
This position is full time and is considered virtual. The office will be open 5 days a week; however you will not be required to report to the office unless there is a specific business need.Note that work schedules and office reporting requirements may change from time to time based on business needs.

Responsibilities

Job Responsibilities:
- Participate as a member of the Canon Solutions implementation team in design and development phases to understand the solution architect and customized implementation detail.
- The Solution Consultant - Support is a key member of the solution project team and is responsible for building a long term relationship with customers and making happy customers. The Solution Consultant - Support works as a team member along with the Project Manager, and Solutions Engineer.
- Lead testing to ensure the solution performs as designed
- Support clients through go-live process and a play key role in preparing the environment for solution roll out smoothly
- Work with the Project Manager to get knowledge transfer from implementation engineer and prepare for the technical support
- Analyze logs, isolate and capture details of support issues and route to appropriate team for resolution
- Provide standard fixes and workarounds, reports, and validation with reproducible problems related to the scope of the solution
- Assistant Solution Engineer to recover any data lost
•Identify the need and create knowledge base articles which include but not limited to FAQ's, Technical Tips for self service
- Communicate enhancement requests, complains, and solution bugs to Project Manager for awareness, escalates problems to Solution Engineer and/or core/platform Product Providers for resolution
- Participate in project daily project meetings and design/demo meetings for customers with the Project Manager and Sales personnel.
Job Requirements:
- Must have software development experience and understand solution overall architect, design, and technologies used in the solutions
- Must be able and willing to work nights and weekends.
- Must be able to analyze debug logs, isolate the root causes of the problems, and report/explain the findings to engineer
- Must be able to read code to understand the implementation logical and flow as needed
- Must be able to manage multiple customized solution support utilizing strong planning and organizational skills
- Experience with technical support skills that include excellent communication with external customers to manage customer frustration, expectation, and satisfaction, with internal engineers and external product providers to report and explain the findings effectively to get quick resolutions, strong troubleshooting/ analysis skills, and documentation
Core Skills:
- Outstanding verbal and written communication skills with the ability to build effective customer relationships
- Excellent verbal and written communication skills with the ability to have technical conversation with engineers
- Quick learner and self-directed with the ability to learn various state-art technologies quickly in a fast moving environment
- Candidate must be organized and analytical, adept at working in a team environment, able to handle multiple priorities in a fast moving environment.
- Technical aptitude and a high degree of self- motivation to acquire new skills and knowledge
- Technical aptitude to train and gain proficiency with Microsoft Server Operating Systems and designated applications/tools
- Excellent business process and best practices experience or aptitude

Qualifications

PLEASE NOTE: As a federal government contractor, we comply with all applicable federal laws, regulations, orders and mandates. As a result, the person performing this role must be fully vaccinated against COVID-19, unless the Company grants an exemption based on a disability/medical condition or sincerely held religious belief.

- Bachelor's degree in computer science -related field or applicable industry experience
- 5 plus years of relevant experience in software development and customer support operations
- Experience with Java, .Net, VB scripts, SQL data base, and Web Service technology
- Experience with ERP systems and Invoice process is plus
- Basic network knowledge
- Ability to learn and master new technologies with a technical and math aptitude
- Enterprise-level business project experience with strong problem solving and documentation skills
- Strong interpersonal skills with superior written and verbal communication skills
- Extremely detail oriented and customer focused
- May require considerable travel (valid driver's license and acceptable driving record necessary). Additionally, because this position requires driving for company business as an essential function of the job, must remain in compliance with company safety guidelines and policies
The company will not pursue or support visa sponsorship for this position.

Company Overview

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 $30.4 billion in global revenue, its parent company, Canon Inc. (NYSE:CAJ), ranks third overall in U.S. patents granted in 2020† and is one of Fortune Magazine's World's Most Admired Companies in 2020. Canon U.S.A. is dedicated to its Kyosei philosophy of social and environmental responsibility. To keep apprised of the latest news from Canon U.S.A., sign up for the Company's RSS news feed by visiting and follow us on

†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

We are an EEO/AA employer. Minority/Female/Individuals with Disabilities/Protected Veterans.

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#PM19 #CUSA #LI-NF1

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