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Technology Operations Regional Manager

at Canon

Posted: 2/21/2019
Job Reference #: 20678

Job Description

  • LocationUS-IL-Schaumburg
    CompanyCanon Solutions America, Inc.
    Requisition ID
    Information Technology
    Position Type
  • Overview

    Responsible for the successful design, implementation & management of the information technology components of the division’s client engagements. Manages direct report staff members as well as indirect related activities and stakeholders; including other Canon and/or 3rd party partners, project managers, sales analysts, engineers, etc. Participates in strategic planning implementation processes including ownership of strategic initiatives to meet goals. Ensure employees track time accurately and by established deadlines.


    - Collaborates with all departments and stakeholders to develop successful technical solutions and support offerings for new and existing clients.
    - Leads the technology-focused input to the pre-sales process.
    - Ensures that SOWs clearly define roles and responsibilities for all key contributors including both Canon and client IT resources.
    - Through direct client engagement, designs, negotiates and documents the detailed protocols which shall govern the technology management responsibilities of customer agreements, including SOW development.
    - Provides ongoing management, development and guidance to direct report staff members.
    - Represents the information technology and solutions needs of the division to all parties, both internal & external.
    - Establishes and maintains productive relationships with key client management contacts, especially IT management, to continually develop client trust, cooperation and business opportunity.
    - Ensures accurate tracking and reporting of employee time for their team and any additional information from which leadership can support requests for additional resources.
    Customer Service:
    - Ensures all staff follow customer service excellence standards.
    - Supports feedback and improvement systems for employees, customers, processes and technology.
    - Owns customer issue from identification through root cause analysis, problem solving, working with additional resources at Canon or with vendors to resolve issue.
    - Consistently applies core customer service excellence approaches to turn issues into opportunities to deepen relationship with customer.
    - Provides unexpected service/value to customers whenever possible (opportunistic)
    - Consistently generates healthy customer service relationships representing Canon.
    - Systematically reviews customer feedback with team to broaden team knowledge of issues, capabilities, customer-specific needs and requirements.


    - Bachelor's degree in a relevant field or equivalent experience required, plus 7 years of related experience and management of typically two or more regular full-time employees (one of whom must be exempt).
    - Exemplary team skills and competencies.
    - Actively supports the wider Canon team in both words and actions.
    - Strong communicator focused on clarity of message and responsible for the success of communications to team members and customers.
    - Builds trusting relationships with customers and peers.
    - May require up to 75% travel to client sites, including overnights (valid driver’s license and acceptable driving record necessary).
    - Foundational, Associate, Professional. Leadership development. Presentation skills training. Crucial Conversations/Constructive Feedback.

    Company Overview

    About our Company - Canon Solutions America provides industry leading enterprise, production, and large format printing solutions, supported by exceptional professional service offerings. With the technology offerings of the Canon and Océ brands, Canon Solutions America helps companies of all sizes find ways to: improve sustainability, increase efficiency, and control costs in conjunction with high volume, continuous feed, digital and traditional printing, and document management solutions. A wholly owned subsidiary of Canon U.S.A., Inc., Canon Solutions America is headquartered in Melville, N.Y. and has sales and service locations across the U.S.

    Canon Solutions America offers a competitive compensation package including medical, dental, vision, 401(k) Savings Plan, profit sharing, success sharing, educational assistance, recognition programs, vacation, and much more.

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

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