24/7 Remote Imaging Support Engineer

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

Job summary

Canon Medical Systems USA, Inc. is seeking a Remote Support Engineer to deliver centralized remote support for imaging modalities (CT, MR, XR, VL, UL) from a home office in the USA, in a 24/7 coverage model.

You will triage, troubleshoot remotely, document cases, escalate to Tier 2, and collaborate with Field Service Engineers and cross-functional teams to reduce downtime and maintain service quality. Requirements include a 2-year Associate’s degree in Biomedical Engineering/Electronics or

Qualifications

• 2-year associate's degree in Biomedical Engineering, Electronics, or related technical field.
• 3 years combined field and technical support experience servicing imaging modalities.
• Canon-specific equipment experience.
• Willingness to be available after hours and for on-call shifts.

Responsibilities

• Serve as the first point of contact (Tier 1) for customer service requests, ensuring accurate intake, documentation, and prioritization of all cases.
• Perform remote troubleshooting and triage 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 maintain documentation standards.
• Support reduction of downtime through efficient remote resolution and coordination.
• Collaborate with Field Service Engineers, ASMs, and cross-functional teams to drive issue resolution.
• Participate in knowledge capture and CSC workflow improvements.
• Adhere to CSC procedures, call handling, escalation protocols, and customer communication standards.

Skills

Remote troubleshooting

Analytical skills

Verbal & written communication

Microsoft Office

After-hours availability

Education

Associate's degree in Biomedical Engineering/Electronics or related field

Tools

Canon equipment knowledge

Microsoft Windows

Job description

Canon Medical Systems USA, Inc. is seeking a Remote Support Engineer to deliver centralized remote support for imaging modalities (CT, MR, XR, VL, UL) from a home office in the USA, in a 24/7 coverage model.

You will triage, troubleshoot remotely, document cases, escalate to Tier 2, and collaborate with Field Service Engineers and cross-functional teams to reduce downtime and maintain service quality. Requirements include a 2-year Associate’s degree in Biomedical Engineering/Electronics or