Overview Si ce poste est situé au Canada, veuillez visiter notre site français à l’adresse suivante : https://careerscafr-kmbskonicaminolta.icims.com/jobs et rechercher le numéro d’emploi indiqué ci-dessus afin de consulter cette offre d’emploi en français. Provide advanced national-level technical leadership for industrial print systems, serving as a senior technical authority and escalation owner across customers, dealers, and branch service organizations. This role is responsible for resolving complex and high-impact technical issues, delivering national training and guidance, ensuring service continuity, and supporting Konica Minolta initiatives through hands-on service, mentorship, and technical expertise. Scope & Authority Acts as a national escalation lead and subject-matter expert for complex industrial print issues Provides authoritative technical guidance influencing service outcomes across regions Supports service strategy execution through technical leadership, training, and continuous improvement initiatives _____________________________________________________________________________ Fournir un leadership technique avancé au niveau national pour les systèmes d'impression industrielle, en tant qu'autorité technique senior et responsable de l'escalade auprès des clients, concessionnaires et organisations de services en succursale. Ce rôle est responsable de la résolution de problèmes techniques complexes et à fort impact, de la formation et des conseils nationaux, de la continuité du service et du soutien aux initiatives Konica Minolta grâce à un service pratique, du mentorat et une expertise technique. Portée et autorité Agit en tant que responsable national de l'escalade et expert en la matière pour les questions complexes de l'impression industrielle Fournit des conseils techniques faisant autorité influençant les résultats des services à travers les régions Soutient l'exécution de la stratégie de service grâce à des initiatives de leadership technique, de formation et d'amélioration continue Responsibilities Summary of Key Responsibilities Lead resolution of complex onsite and remote technical issues to minimize customer downtime Provide national-level industrial print installation, maintenance, and repair expertise Own IP call monitoring, dispatch coordination, and service resolution communication Deliver and support national technical training programs Manage technical escalations end-to-end, ensuring timely resolution and communication Serve as a technical partner to dealers, branches, and internal service teams Drive continuous service improvement through knowledge leadership and technical insight Key Responsibilities & Duties Technical Service & Industrial Print Support Install, maintain, troubleshoot, calibrate, and repair industrial print equipment. Perform preventative maintenance, system testing, software/firmware updates, and field modification programs. Diagnose advanced and recurring issues using service documentation, wiring diagrams, and diagnostic tools. Accurately document service activities, diagnostics, parts usage, and resolution details. Identify urgent service risks and implement effective workarounds to minimize customer downtime. Understand customer service entitlements and identify opportunities for fee-based professional services where appropriate. IP Call Monitoring, Dispatch & Escalation Management Monitor IP queues and respond to incoming service calls within defined SLAs. Coordinate and dispatch local service technicians as required. Own escalations end-to-end, including issue reproduction, documentation, submission, tracking, and follow-up. Provide timely service updates and resolution details to technicians, service leadership, and account teams. Proactively follow up on open tickets to ensure timely and effective closure. National Technical Support & Field Engagement Provide national-level hotline support and on-site technical assistance for complex and escalated equipment. Deliver hands-on field support to technicians to ensure service consistency and technical alignment. Supply technical documentation, troubleshooting guidance, and best practices to the field. Maintain awareness of current technical updates, bulletins, and support platform content. Training, Mentorship & Knowledge Transfer Deliver instructor-led technical training (in-house, field, and out-of-town). Provide hands-on, in-field training and mentorship to technicians and operators. Identify technical skill gaps and recommend targeted training initiatives. Attend and complete all required Technical Instructor and certification programs. Complete course evaluations within one week and provide structured feedback on training effectiveness. Additional Responsibilities Support service improvement initiatives, product launches, demos, and trade events as required. Perform additional duties and special projects as assigned. -------------------------------------------------------------------------------------------------------------------------- Résumé des principales responsabilités Résolution principale de problèmes techniques complexes sur site et à distance afin de minimiser les temps d'arrêt clients Fournir une expertise nationale en installation, maintenance et réparation d'impression industrielle Propre surveillance des appels IP, coordination de répartition et communication de résolution de service Dispenser et soutenir les programmes nationaux de formation technique Gérer les escalades techniques de bout en bout, en garantissant une résolution et une communication rapides Agir comme partenaire technique auprès des concessionnaires, des agences et des équipes de service interne Favoriser l'amélioration continue des services grâce au leadership des connaissances et à l'expertise technique Responsabilités et devoirs clés Service technique et support d'impression industrielle Installer, entretenir, dépanner, calibrer et réparer les équipements d'impression industrielle. Effectuer la maintenance préventive, les tests système, les mises à jour logicielles/firmware et les programmes de modification sur le terrain. Diagnostiquez les problèmes avancés et récurrents à l'aide de la documentation de service, des schémas de câblage et des outils de diagnostic. Documentez avec précision les activités de service, les diagnostics, l'utilisation des pièces et les détails de la résolution. Identifiez les risques urgents du service et mettez en place des solutions efficaces pour minimiser les temps d'arrêt des clients. Comprenez les droits au service client et identifiez les opportunités de services professionnels payants lorsque cela est approprié. Surveillance des appels IP, répartition et gestion de l'escalade Surveillez les files d'attente IP et répondez aux appels de service entrants dans des SLA définis. Coordonner et déployer les techniciens de service locaux selon les besoins. Ses propres escalades de bout en bout, incluant la reproduction des problèmes, la documentation, la soumission, le suivi et le suivi. Fournir des mises à jour de service et des détails de résolution en temps opportun aux techniciens, à la direction du service et aux équipes de compte. Faites un suivi proactif des tickets ouverts afin d'assurer une fermeture rapide et efficace. Soutien technique national et engagement sur le terrain Fournir un support national en ligne directe et une assistance technique sur site pour des équipements complexes et escaladés. Fournir un support terrain pratique aux techniciens afin d'assurer la cohérence du service et l'alignement technique. Fournir de la documentation technique, des conseils de dépannage et des bonnes pratiques sur le terrain. Maintenez-vous informé des mises à jour techniques actuelles, des bulletins et du contenu des plateformes de support. Formation, mentorat et transfert de connaissances Dispenser une formation technique dirigée par un instructeur (en interne, sur le terrain et hors de la ville). Fournir une formation pratique sur le terrain et un mentorat aux techniciens et opérateurs. Identifiez les lacunes techniques et recommandez des initiatives de formation ciblées. Assistez et suivez tous les programmes requis pour les instructeurs techniques et les certifications. Réalisez les évaluations des cours en une semaine et fournissez un retour structuré sur l'efficacité de la formation. Responsabilités supplémentaires Soutenir les initiatives d'amélioration des services, les lancements de produits, les démonstrations et les événements commerciaux selon les besoins. Accomplir des tâches supplémentaires et des projets spéciaux selon les assignations. Qualifications Education & Experience Community College Certificate in Electronic Engineering Technology or equivalent required. Minimum 8–10 years of progressive technical service experience, preferably in industrial or production print environments. Demonstrated experience with advanced troubleshooting, training delivery, field support, and escalation management. Strong knowledge of digital press systems, networking, and production environments. Skills, Requirements & Certifications Advanced troubleshooting, analytical, and problem-resolution skills. Strong interpersonal, presentation, communication, and technical leadership capabilities. Ability to work independently, manage competing priorities, and perform effectively under pressure. General network knowledge required (Windows, Linux/Unix; legacy NT/Novell environments an asset). Certifications such as A+, N+, CDIA+, MCP/MCSE are assets. Industry certifications in color management, networking, or project management preferred. Offset press experience considered an asset. Valid driver’s license, insured personal vehicle, and valid travel documents required. Willingness to travel up to 50%, including evenings, weekends, and overnight travel across Canada and the US. Ability to sit, stand, and travel for extended periods. Measures of Success Timely resolution of escalations with reduced repeat incidents Positive feedback from dealers, branches, and customers Demonstrated improvement in technician capability and training outcomes Compliance with IP, CRM, and escalation processes Contribution to service reliability and continuous improvement initiatives ---------------------------------------------------------------------------------------------------------------------- Formation et expérience Certificat en technologie du génie électronique ou équivalent requis. Minimum 8 à 10 ans d'expérience progressive en service technique, de préférence dans des environnements industriels ou d'impression de production. Expérience démontrée en dépannage avancé, en formation de formation, en support terrain et en gestion de l'escalade. Solide connaissance des systèmes de presse numérique, du réseautage et des environnements de production. Compétences, exigences et certifications Compétences avancées en dépannage, analyse et résolution de problèmes. Fortes capacités interpersonnelles, de présentation, de communication et de leadership technique. Capacité à travailler de manière autonome, à gérer des priorités concurrentes et à performer efficacement sous pression. Connaissances générales réseau requises (Windows, Linux/Unix ; environnements NT/Novell hérités sont un atout). Des certifications telles que A+, N+, CDIA+, MCP/MCSE sont des atouts. Les certifications industrielles en gestion des couleurs, réseautage ou gestion de projet sont préférées. L'expérience en presse offset est considérée comme un atout. Permis de conduire valide, véhicule personnel assuré et documents de voyage valides requis. Volonté de voyager jusqu'à 50 %, y compris en soirée, week-end et nuitées à travers le Canada et les États-Unis. Capacité à s'asseoir, à se tenir debout et à se déplacer pendant de longues périodes. Mesures du succès Résolution rapide des escalades en réduisant les incidents répétitifs Retour positif des concessionnaires, des agences et des clients Amélioration démontrée des capacités des techniciens et des résultats de formation Conformité aux processus IP, CRM et d'escalade Contribution à la fiabilité du service et aux initiatives d'amélioration continue What We Offer Salary Disclaimer Compensation Range: CAD $71,469.39 - CAD $102,737.00 Yr annually. Konica Minolta is committed to transparent and equitable compensation practices. Our pay structure is designed to support employee growth, allowing individuals to progress through the salary range as they advance in their role. Actual base pay offered will vary based on a candidate’s skills, experience, job‑related knowledge, geographic location, and specific business needs. Benefits and employee perks: Comprehensive health coverage plan that includes medical, dental and vision Life insurance, disability and wellness programs Tuition Reimbursement Program Vacation, Paid Personal Time and Sick days Matching RRSP contribution Employee Discounts Employee and Family Assistant Program And more. AI Use Disclosure “Konica Minolta Business Solutions (Canada) Ltd. or our third-party contractors may use Artificial Intelligence in the recruitment process.” #KM About Us This posting reflects an existing vacancy that we are actively recruiting for. About Konica Minolta Konica Minolta Business Solutions' (Konica Minolta) journey started more than 150 years ago, with a vision to see and do things differently. The company partners with clients to Give Shape to Ideas by supporting their digital transformation through its expansive Intelligent Connected Workplace portfolio. Its business technology offerings include IT Services, intelligent information management, video security solutions and managed print services, as well as office technology and industrial and commercial print solutions. 2025 marks Konica Minolta’s 20th anniversary in production print, for which it celebrates "20 Years of Excellence, Innovation and Impact,” and continues to lead the way in digital commercial printing. This year also commemorates 20 years of Konica Minolta’s bizhub brand. Over the past two decades, the bizhub series has revolutionized office technology and redefined how businesses operate. It has continuously evolved to meet the needs of modern workplaces, fueled by advances in technology and a commitment to innovation. Konica Minolta is proud to be ranked on the Forbes 2025 America's Best Large Employers list, included on CRN’s MSP 500 list numerous times; recognized as the #1 Brand for Customer Loyalty in the MFP Office Copier Market by Brand Keys for eighteen consecutive years and presented with Keypoint Intelligence’s BLI 2025 and 2021 A3 Line of The Year and BLI 2021-2023 Most Color Consistent A3 Brand Awards for its bizhub One i-Series. For more information, please visit Konica Minolta online and follow it on Facebook, YouTube, LinkedIn and Twitter. Konica Minolta operates on a North American Shared Services model, which aligns cross-border priorities and enhances delivery to its field organization. This combines service functions in the U.S. and Canada, ultimately providing more resources to support areas such as sales administration, logistics and supply chain, marketing, product planning, finance, IT, HR and legal. Salary Disclaimer Konica Minolta is committed to transparent and equitable compensation practices. Our pay structure is designed to support employee growth, allowing individuals to progress through the salary range as they advance in their role. Actual base pay offered will vary based on a candidate’s skills, experience, job‑related knowledge, geographic location, and specific business needs. AI Disclosure Konica Minolta Business Solutions (Canada) Ltd., or its authorized third-party contractors, may employ Artificial Intelligence technologies to support elements of the recruitment process. Notwithstanding this, Applications are reviewed by our recruitment team, who always make the final hiring decision. EOE Statement Konica Minolta is an equal opportunity and affirmative action employer. We consider all qualified applicants for employment without regard to race, color, religion, creed, national origin, sex, pregnancy, age, sexual orientation, transgender status, gender identity, disability, alienage or citizenship status, marital status or partnership status, genetic information, veteran status or any other characteristic protected under applicable law. Konica Minolta Business Solutions, U.S.A., Inc and Konica Minolta Business Solutions (Canada) Ltd. are equal opportunity employers.