Spécialiste principal national du support technique et de l'impression industrielle (Canada)

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

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

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.

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

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."

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.

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.