24/7 Remote Imaging Support Engineer

Canon USA & Affiliates; Augusta (ME); Remote; USD 86,000 - 138,000; Full time

Job summary

Canon Medical Systems USA, Inc. is seeking a Remote Support Engineer to deliver high-quality remote support for diagnostic imaging customers in the USA.

The role operates in a 24/7/365 shift model, requiring flexibility for day, evening, and overnight rotations, including weekends and holidays, to ensure rapid issue resolution. Responsibilities include Tier 1 triage, remote troubleshooting using tools like Canon IQ / KMS, and escalation to Tier 2 as needed.

Qualifications

• 2 Year / Associate's Degree in Biomedical Engineering, Electronics, or related technical field.
• 3 years combined field and technical support experience servicing diagnostic imaging modalities.
• Canon-specific equipment experience required.
• Willingness to be available after hours or rotate On-Call including weekends.

Responsibilities

• Serve as the first point of contact (Tier 1) for customer service requests.
• Perform remote troubleshooting and triage using remote connectivity tools and knowledge bases.
• Escalate complex issues to Tier 2 with complete case documentation.
• Ensure timely updates in Oracle Service Request (SR) system and maintain documentation standards.
• Support reduction of system downtime through efficient remote resolution.
• Collaborate with Field Service Engineers (FSEs), ASMs, and cross-functional teams.
• Contribute to CSC workflows and knowledge systems.
• Adhere to CSC operational procedures, including call handling and escalation protocols.

Skills

Remote troubleshooting

Field service experience

Communication skills

Stress management

Travel willingness

Education

2 Year / Associate's Degree in Biomedical Engineering, Electronics, or related technical field

Tools

Canon IQ / KMS

Microsoft Windows

Microsoft Office

Oracle SR

Job description

Canon Medical Systems USA, Inc. is seeking a Remote Support Engineer to deliver high-quality remote support for diagnostic imaging customers in the USA.

The role operates in a 24/7/365 shift model, requiring flexibility for day, evening, and overnight rotations, including weekends and holidays, to ensure rapid issue resolution. Responsibilities include Tier 1 triage, remote troubleshooting using tools like Canon IQ / KMS, and escalation to Tier 2 as needed.