24/7 Remote Imaging Support Engineer (XR/MR/VL)

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

Job summary

Canon Medical Systems USA, Inc. is seeking a Remote Support Engineer for XR/VL to deliver centralized, high-quality remote service to customers across imaging modalities including CT, MR, XR, VL, and UL.

The role requires rotating shifts in a 24/7 environment, with after-hours/on-call coverage, remote troubleshooting, escalation to Tier 2, and close collaboration with Field Service Engineers and cross-functional teams.

Qualifications

• 2 Year Associate's Degree Biomedical Engineering, Electronics, or related technical field (or equivalent experience).
• 3 years Combined field and technical support experience successfully servicing one or more of the following diagnostic imaging modality: (CT, MR, XR, VL, or UL).
• Canon-specific equipment experience required.
• Willingness to be available 'after hours', or work a rotating On-Call schedule, including weekends, for critical issues and coverage, as necessary.

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, leveraging remote connectivity tools, knowledge bases (e.g., Canon IQ / KMS), 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 compliance with service 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.

Skills

Remote troubleshooting

Customer service

Microsoft Office

Microsoft Windows

Verbal communication

Written communication

Team collaboration

Travel availability

After-hours availability

On-call rotation

Education

Associate's degree

Job description

Canon Medical Systems USA, Inc. is seeking a Remote Support Engineer for XR/VL to deliver centralized, high-quality remote service to customers across imaging modalities including CT, MR, XR, VL, and UL.

The role requires rotating shifts in a 24/7 environment, with after-hours/on-call coverage, remote troubleshooting, escalation to Tier 2, and close collaboration with Field Service Engineers and cross-functional teams.