24/7 Remote Imaging Support Engineer (CT/MR)

Canon America Medical Systems

United States

Remote

USD 86,000 - 138,000

Full time

14 days+

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Job summary

Canon Medical Systems USA, Inc. is seeking a Remote Support Engineer for the Customer Solutions Center to deliver centralized, high-quality remote support for Canon Medical Systems customers across CT, MR, XR, VL, and UL modalities.

This is a home-office, USA-based role in a 24/7/365 support model. You will triage, diagnose remotely, document cases, escalate to Tier 2 when needed, and collaborate with Field Service Engineers to minimize downtime.

Qualifications

Strong remote troubleshooting, problem solving, and analytical skills.
Thorough knowledge of Microsoft Office and Microsoft Windows.
Excellent listening, verbal, and written communications skills, including phone support and ability to explain technical terminology.
Ability to travel nationally and internationally.
Canon-specific equipment experience required.
Willingness to be available after hours or rotate on-call including weekends.
2 Year Associate's Degree in Biomedical Engineering, Electronics, or related technical field (or equivalent experience).
3 years Combined field and technical support experience servicing one or more diagnostic imaging modalities (CT, MR, XR, VL, or UL).

Responsibilities

Serve as the first point of contact (Tier 1) for customer service requests, ensuring accurate intake and prioritization of all cases.
Perform remote troubleshooting and triage, leveraging remote connectivity tools and diagnostic logs.
Escalate complex issues to Tier 2 (TSE/NSE) with complete and structured case documentation.
Ensure timely and accurate updates in Oracle Service Request (SR) system, maintaining documentation standards.
Support reduction of system downtime (MTTR/TTR) through efficient remote resolution and coordination.
Collaborate with Field Service Engineers (FSEs), ASMs, and cross-functional teams to drive issue resolution.
Participate in continuous knowledge capture and improvement initiatives, contributing to CSC workflows and knowledge systems.
Adhere to CSC operational procedures, including call handling, escalation protocols, and customer communication standards.
Shift Flexibility & Work Schedule Requirements: This role operates within a 24/7/365 support model, requiring mandatory participation in a rotational shift schedule.
Candidates must be willing and able to work day, evening, and overnight shifts on a rotating basis; participate in rotating weekend and holiday coverage; adjust schedules periodically based on business needs.