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General

• Drive continuous optimization of the Canon Online Store website through UX enhancements, on-site search improvements, and promotional content updates
• Develop and coordinate personalization strategies and A/B or multivariate testing
• Analyze website analytics and customer behavior to identify improvement opportunities
• Monitor and evaluate Voice of Customer feedback
• Partner with cross-functional teams to investigate issues and implement customer-focused improvements
• Collaborate with Marketing, IT, Analytics, Merchandising, and agency partners to prioritize, implement, and measure digital experience enhancements
• Support ongoing analysis of website performance using digital analytics tools
• Monitor KPIs including conversion rate, engagement, search performance, customer journeys, and user behavior
• Develop insights and recommendations to improve customer experience and business outcomes
• Partner with analytics teams to measure the impact of website enhancements and testing
• Coordinate cross-functional digital experience projects for Canon's online store

B2C Digital Commerce Specialist

Trainer

• Train regional accounts on the features and benefits of production hardware and software and the technology behind the products
• Maintain demo room functionality
• Own training programs and training outcomes
• Determine instructional methods for training sessions
• Test customer trainees to measure learning progress
• Develop, direct, plan and evaluate training activities
• Participate as a subject matter expert
• Coordinate with the training team on curriculum development
• Conduct training needs assessments
• Analyze customer training needs and determine requirements for new program development
• Support Latin America accounts
• Work independently, seeking guidance only in new or unusual situations

Customer Trainer – Inkjet, Eng/Span

Collections

• Manage past-due accounts aged 1–30 days and accounts exceeding 31 days delinquency
• Provide customer service regarding collection issues
• Process customer refunds, account adjustments, credit memos, and small balance write-offs
• Monitor and maintain assigned accounts
• Handle customer calls, account reconciliations, and client discrepancies or short payments
• Build and maintain relationships with customers, dealers, Canon entities, and associates
• Follow issues through to timely and accurate resolution and escalate when necessary
• Resolve customer delinquency before 90 days and reduce delinquency for assigned accounts
• Resolve disputes involving insurance, asset usage, sales tax, equipment, property tax, and monetary adjustments
• Update core systems through case management and maintain contact and virtual account databases
• Provide professional, courteous, responsive, and accurate customer service
• Handle customer transactions efficiently while collaborating and communicating in real time
• Make timely, fact-based decisions to provide an extraordinary customer service experience
• Manage customers with multiple schedules
• Complete other projects assigned by management

Collections Representative I

Learning and Development

• Conduct needs assessments to identify performance gaps and define course goals
• Design and develop AI-enhanced learning experiences using adult learning principles and instructional design models
• Personalize content, automate workflows, and optimize learner engagement
• Create microlearning, eLearning, and instructor-led materials using Articulate 360, Synthesia, and similar tools
• Develop instructor guides, student guides, facilitator guides, and interactive content
• Engage and follow up with subject matter experts to gather content and clarify technical details
• Ensure content accuracy, relevance, and timely SME input
• Manage multiple projects using project management best practices
• Evaluate training effectiveness and continuously improve learning solutions
• Stay current with instructional design, learning technology, and print-solution trends
• Complete control documents and maintain records according to department standards

Instructional Designer – Specialist

Communications

• Ensure all service calls are answered and entered into company systems in a timely and accurate manner
• Provide the best possible customer service to internal and external customers
• Handle level 1 call types
• Provide outstanding service to customers calling the dispatch team for service
• Respond to routine customer inquiries via live call or email
• Follow through on special customer needs in a timely manner

Customer Communications Representative I – PT

• Cover inbound customer calls and national dispatch support
• Answer a high volume of customer phone calls and resolve customer requests
• Handle difficult call types associated with high-value and national accounts
• Verify customer information and enter billable calls according to Dispatch Standards
• Verify and update customer email addresses
• Complete time cards, time-off requests, and administrative forms
• Provide customers with arrival-time updates
• Monitor customer service requests and field dispatch statuses
• Communicate with service managers, technicians, customers, field personnel, peers, and next shift
• Assist field managers with administrative functions
• Triage, research, and forward miscellaneous emails
• Monitor and follow up on response times for all branches
• Monitor branch mailboxes and schedule calls accordingly
• Monitor calls at risk of missing SLA and contact the on-call manager
• Monitor technicians’ non-scheduled box and review OFS notes for immediate service needs
• Update meters according to department policies
• Support special projects from management and the administrative team
• Monitor the dispatch system to ensure every technician is assigned or dispatched to a call
• Proactively align after-hours service resources to meet customer SLA requirements

Coordinator, Customer Communications Dispatch II

Manager

• Provide ongoing customer support for Canon’s Photolithography products, including installation, warranty, and contract support
• Manage Canon support teams and service department daily functions
• Ensure clients receive assistance with technical aspects of products and services
• Respond to escalated customer support issues
• Manage resource allocation from other sites or Japan
• Implement customer support processes to enhance customer satisfaction
• Maintain records and improve support plans
• Formulate, revise, and promote customer support policies
• Identify additional sales opportunities for service products such as spare parts and contracts
• Manage the service-product sales process
• Update the team on product, procedure, and trend information
• Assess support statistics, analyze data, and prepare detailed reports with recommendations
• Identify and address staff training and coaching needs
• Oversee and evaluate ongoing team training
• Deliver performance evaluations and follow the disciplinary process
• Manage budgets as appropriate
• Travel weekly to customer sites

Regional Service Manager – Semiconductor

Accounts Receivable

• Apply cash payments received from customers to outstanding invoices, including larger and more complex transactions
• Investigate and resolve customer payment discrepancies and complex payment issues
• Collaborate with cross-functional teams to resolve accounting discrepancies
• Research unapplied remittances and reconcile difficult customer accounts
• Process larger and more complex purge offsets
• Communicate with Collections personnel to resolve outstanding customer issues
• Provide guidance to less experienced personnel
• Process and set up customer and subsidiary accounts receivable refunds
• Reconcile credit card payments and support gateway administration
• Process complex transactions and manage complex customer account reconciliations and applications
• Assist with automation tools and enhancement projects, including AI, robotics, system enhancements, testing, and automation

Accounts Receivable Representative III

Data Analyst

• Provide analytical support to the Service Planning Group and Service Management
• Support decision-making through reporting and analysis of machine, customer, technician and financial performance
• Review and assess current processes and identify areas for improvement
• Design and maintain consolidated Service reporting using Oracle, S21 and ad hoc reporting
• Compile documentation for management evaluation of customer profitability, machine performance and technician performance
• Resolve inconsistencies and transform complex information into practical solutions
• Identify best practices and business improvement opportunities through KPI reporting and analysis
• Collaborate with the development team to improve Service-related enhancements
• Collect, clean and continuously monitor data, resolving inconsistencies to ensure data integrity
• Create tools and data models to visualize and monitor Service trend data
• Provide comprehensive customer reporting for assigned accounts
• Liaise between headquarters and regional Service Management regarding issues and key performance indicators

Senior Service Analytics Analyst

Customer Support

• Provide positive and professional technical support to Canon customers via phone
• Analyze complex issues, troubleshoot, answer questions, and advise on solutions
• Identify, research, and resolve customer inquiries using available software and network tools
• Interact with customers and team members simultaneously to expedite call resolution
• Make prompt, accurate business decisions benefiting the business and customer
• Document interactions and resolutions in applications
• Assist customers with purchase decisions and completing orders on the Canon website using the Total Care approach
• Resolve routine and complex technical inkjet printer issues using a first-call-resolution strategy
• Escalate appropriate cases and follow up to ensure timely resolution and customer satisfaction