Overview

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.

Overview

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

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 skilled 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.

📌 Senior National Technical Support & Industrial Print Specialist/Spécialiste principal national du support technique et de l'impression industrielle (Canada) (Calgary)
🏢 Konica Minolta Business Solutions Canada
📍 Calgary