Technical Support Escalation - Canon imageRUNNER ADVANCE DX 4700 Series Service Manual

Canon
B. Technical Support Escalation
The TSC, at its discretion, escalates a case to the Regional Field Support staff
or the Engineering group after all reasonable troubleshooting options have been
exhausted. For hardware-related issues a DES (Designated Escalation
Specialist) for the imageRUNNER ADVANCE DX Series is required to escalate
issues to Field Support Staff. The DES must have worked on the problem
directly before the TSC can escalate the issue to Field Support staff. See the
Canon USA Support Escalation Flow Chart in
Escalation Flow Chart
.
Note: For support escalation to the Field Support staff, a DES
the TSC and visit the site at least once.
Figure 3 – Canon USA Support Escalation Flow Chart
50 The Designated Escalation Specialist is a service technician who is assigned by the dealership in the model category of the
imageRUNNER ADVANCE DX via the Management Center of the e-Support Website. The DES must complete the training
program and pass the final assessment exam for the imageRUNNER ADVANCE DX Series. See the Technical Support Center
on the e-Support Center Website for more details.
imageRUNNER ADVANCE DX 4700 Series Service Guide
Revision 7
imageRUNNER ADVANCE DX 4700 Series Service Guide
imageRUNNER ADVANCE DX
4700 Series
End-User Contacts Servicing Dealer
(Service technician is dispatched to site)
Servicing Technician Contacts
Canon USA's TSC
Assistance Required
Canon USA
Technical Support Center
1-800-528-2830
Field Support
Staff
Canon Inc.
Figure 3 – Canon USA Support
Close Case
Update Case
Engineering
must contact
50
September 2022
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