24/7 Remote Imaging Support Engineer

Canon USA & Affiliates; Montpelier (VT); Remoto; USD 86.000 - 138.000; Tempo pieno

Descrizione del lavoro

Canon Medical Systems USA, Inc. seeks a Remote Support Engineer for CT, MR, XR, and other modalities. This home-office role operates in a 24/7 environment, with rotating day/evening/night shifts, weekends, and holidays to ensure continuous customer coverage.

You will perform Tier 1 triage, remote troubleshooting, and escalation to Tier 2, documenting cases and coordinating with Field Service Engineers to minimize downtime. Strong Microsoft skills and travel willingness are required.

Competenze

• Previous field service experience with remote troubleshooting and analytical skills.
• Thorough knowledge of Microsoft Office and Microsoft Windows.
• Excellent listening, verbal, and written communications skills.
• Ability to travel nationally and internationally.
• Experience interfacing with internal teams and customers in a solution-based service process.
• Willingness to be available after hours or rotating on-call.
• Canon-specific equipment experience.

Mansioni

• Serve as the first point of contact (Tier 1) for customer service requests.
• Perform remote troubleshooting and triage using remote connectivity tools and diagnostic logs.
• Escalate complex issues to Tier 2 with complete and structured case documentation.
• Ensure timely updates in Oracle Service Request (SR) system and documentation standards.
• Support reduction of downtime through efficient remote resolution.
• Collaborate with Field Service Engineers and cross-functional teams to drive resolution.
• Participate in knowledge capture and CSC workflow improvement.
• Adhere to CSC procedures for call handling and escalation.

Conoscenze

Remote troubleshooting

Problem solving

Analytical skills

Microsoft Office

Microsoft Windows

Verbal and written communication

Travel ability

Customer interfacing

Team collaboration

Formazione

Associate degree in Biomedical Engineering / Electronics

Descrizione del lavoro

Canon Medical Systems USA, Inc. seeks a Remote Support Engineer for CT, MR, XR, and other modalities. This home-office role operates in a 24/7 environment, with rotating day/evening/night shifts, weekends, and holidays to ensure continuous customer coverage.

You will perform Tier 1 triage, remote troubleshooting, and escalation to Tier 2, documenting cases and coordinating with Field Service Engineers to minimize downtime. Strong Microsoft skills and travel willingness are required.