Much credence for success in the business world has been attributed to “who you know”; e.g., leveraging relationships to get ahead. Every now and then, we’re reminded that “what you know” likely carries more weight, and that certainly was the case for Matthew Baroletti in the nascency of his technology career.
On the heels of completing his electrical engineering degree from Villanova University, Baroletti sat in front of a Canon hiring manager, who inquired about his printed resume. Baroletti remarked that it was printed on his laser beam printer and noted that Canon manufactured the print engine. The hiring manager was clearly impressed, and Baroletti ultimately won a gig that kicked off a now-34-year journey with Canon U.S.A.
Clearly, knowing people in high places isn’t the lone path to professional scaling—there’s something to be said for touting knowledge. “I still believe this part of the interview, along with the fact that I had my own personal computer, made an impression and weighed heavily into my hiring,” said Baroletti, a 2023 ENX Magazine Difference Maker.
Baroletti hasn’t required any smoke and mirrors during his ascent with Canon. Today, he is a senior director in the company’s BICG Engineering Services and Solutions subgroup, where he spearheads the engineering teams, technical support center and technology systems group. He is surrounded by many talented, dedicated teammates and business partners, all of whom provide valuable insight—in tandem with customers—into the challenges and needs of the end-user.
“I strive to learn about and understand the challenges they face, so we can collaborate and enhance their in-place business processes,” he said. “When working with my team members, I look to ensure that they are equipped to meet the demands of the job, that they understand how their role impacts our goals and results, and that they are engaged to have a great work day every day.”
Meaningful Tools
At the onset of his career, technology was a prime focus for Baroletti, from training team members on providing support for new offerings to troubleshooting complex scenarios. That circle of interest has widened to include enhancing the support deliverables that Canon offers its service partners, which counts many individuals he’s met throughout his career. Those relationships, he notes, are particularly meaningful.
“In a lot of ways, a servicing role at a dealership, whether it’s a front-line service tech or someone in service management, can be very challenging,” Baroletti remarked. “Knowing how hard these individuals work each day makes it very satisfying when we can offer new tools to make their jobs easier to perform or allow them to operate more efficiently.”
The last 34 years have witnessed many transformational office technology innovations that Baroletti has had the pleasure to experience, from analog-to-digital conversion and the introduction of system connectivity to the growth of color, the expansion of production printing, web deliverables, and remote diagnostics. The future offers equally exciting possibilities, as Baroletti looks toward continued strides by Canon’s Smart Services as remote diagnostic tools continue to enhance dealer operations.
Baroletti takes great pride in Canon’s Customer Solutions Center being named a “Center of Excellence” for the 14th consecutive year by Benchmark Portal. The 2022 honor validates the dedication of team members’ efforts, as well as the high-performance level consistently achieved by the Technical Support Center and its management team. Baroletti notes they collaborate at a high level, tapping into the rich experiences of the overall team to provide quick and real answers.
“Offering quality technical support is an important way we assist our dealer partners and end customers, and this recognition truly differentiates our support from the competition,” he added.
Moving forward, Baroletti is counting on the Canon team to leverage the use of emerging technologies to enhance the service experiences it delivers. Building upon solutions including remote diagnostics and virtual presence, he’s intrigued by the opportunities artificial intelligence (AI) offers in the realm of technical support. The ongoing growth of inkjet and Canon’s continuous role in its proliferation also bode well for the future.
“I expect AI technology to develop rapidly over the next few years while becoming ever-present and more cost-effective,” Baroletti said. “Our team will spend time in 2023 building the structures needed to harness this power.”
Building Blocks
How does Baroletti intend to elevate his game to the next level? A commitment to lifelong learning is key, he believes, as it provides benefits to one’s mental well-being and self-esteem in addition to intelligence. The continuous learning mindset encourages individuals to think critically and tackle challenges from different perspectives, he added.
“This can help business professionals to be more innovative and adaptable in their roles, and to be better able to solve complex challenges,” Baroletti remarked. “If I ever settled into an ‘I know it already’ attitude, I would limit my potential to improve, grow, and deliver beyond my accomplishments to date.”
Baroletti and his wife, Kelly-Ann, will celebrate 28 years of marriage in July. They have two daughters—Emily, 24, and Lauren, 21. They still enjoy traveling as a family, with Disney excursions at the top of the list, along with recent treks to National Parks. An avid sports fan, Baroletti’s loyalties lie with the Yankees, Cowboys, Islanders and Wildcats, and he also dedicates time to supporting youth activities at his church.
