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Two Datamax service mangers earn elite distinction

Two Datamax service mangers earn elite distinction

October 21, 2021

Datamax announced that two of its service managers have been awarded Canon USA’s Association of Technical Service Professionals (ATSP) Master Level Certification.

At the time of this release, Justin Harper and Shawn Hay were two of only eight professionals across the United States to earn this elite distinction. Additionally, Datamax is the only independent dealership in the nation to claim two ATSP Master Level technicians.

“Datamax wants to set the standard in expertise and ongoing education with our overall service philosophy,” Datamax Texas Vice President of Service Steve Kennemer said. “I’m incredibly proud of both Justin and Shawn for earning this distinction, and I believe this exemplifies to our customers that we strive for the highest possible level of support.”

The Master Level Certification is a phone-based course, in which a Senior Canon Engineer calls in acting as an entry-level technician. It is the participant’s job to walk through a series of deep-level troubleshooting steps to prepare the technician for resolution. The objective is not to “fix the problem,” but rather to properly guide the technician through the intricate process toward a viable solution.

Arriving at Datamax in 2004, Hay has steadily climbed the ranks of the Service Department. After only a few months in the shop, he signed on as an onsite technician. Shortly after, he joined the Fort Worth Team as a field technician, only to be promoted to lead technician, where he trained new technicians and took on higher-level support issues. In 2013, Hay was promoted to supervisor and in 2018, Service Manager.

“I’m very proud to have accomplished this. It’s nice to be recognised by Canon and by our executives. Knowing this test has been available for approximately two years, and only eight people have passed it in the nation, proves just how difficult it is. But having said that, I believe this gives hope to our future technicians here that, yes, it can be done,” Hay said.

Harper entered the Office Equipment industry in 2004, starting in the Delivery Department. In 2005, he began learning shop roles such as setting up machines and troubleshooting small problems in-house. Justin worked as a Service Technician for 10 years and was named Service Manager for the East Texas area in 2020.

“For me, this ranks at the very top as far as professional accolades — it’s just one more thing we can leverage when speaking to our service differentiators,” Harper said. “Awards like this are reflected right back to the customer and our ability to minimise their downtime.”

Kennemer echoes these sentiments, while offering his perspective on the ultimate reason behind Datmax’s ongoing, deep-seated service training commitment. “What I love about these two awards is that it’s all about (minimising) downtime for the customer. If you have a support staff with these elite, upper-level troubleshooting skills, you’re going to reduce downtime in the end,” Kennemer said.

Categories : Around the Industry

Tags : Canon Certification Datamax Elite

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