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 is seeking a Remote Support Engineer to deliver centralized, high-quality remote support across CT, MR, XR, VL, and UL imaging modalities. This role operates in a 24/7/365 model from a home office in the USA, with mandatory rotating shifts including evenings, weekends, and holidays.

The successful candidate will perform Tier 1 triage, remote troubleshooting, and structured escalation to Tier 2, while focusing on uptime, customer experience, and efficient service delivery.

Competenze

• 2 Year Associate's Degree in Biomedical Engineering, Electronics, or related field.
• Strong remote troubleshooting and problem-solving abilities.
• Excellent listening, verbal and written communications.
• Ability to communicate technical terminology clearly.
• Willingness to travel nationally and internationally.
• Experience interfacing with internal teams and customers in a service process.
• Ability to stay calm in high pressure situations.
• Willingness for after-hours availability and rotating on-call.

Mansioni

• Serve as the first point of contact (Tier 1) for customer service requests with accurate intake and prioritization.
• Perform remote troubleshooting using connectivity tools, knowledge bases, and diagnostic logs.
• Escalate complex issues to Tier 2 with complete case documentation.
• Ensure timely updates in Oracle SR system and uphold documentation standards.
• Support reduction of downtime through efficient remote resolution and coordination.
• Collaborate with Field Service Engineers and cross-functional teams to resolve issues.
• Contribute to knowledge capture and CSC workflow improvements.
• Adhere to CSC procedures, call handling, and escalation protocols.

Conoscenze

Remote troubleshooting

Customer service

Communication skills

Team collaboration

Shift flexibility

Problem solving

Attention to detail

Travel readiness

Formazione

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

Strumenti

Microsoft Office

Microsoft Windows

Descrizione del lavoro

Canon Medical Systems is seeking a Remote Support Engineer to deliver centralized, high-quality remote support across CT, MR, XR, VL, and UL imaging modalities. This role operates in a 24/7/365 model from a home office in the USA, with mandatory rotating shifts including evenings, weekends, and holidays.

The successful candidate will perform Tier 1 triage, remote troubleshooting, and structured escalation to Tier 2, while focusing on uptime, customer experience, and efficient service delivery.