Remote Imaging Support Engineer — 24/7/365

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

Job summary

Canon Medical Systems USA, Inc. seeks a Remote Support Engineer for XR/VL to provide centralized, high-quality remote support to customers across imaging modalities.

The role operates in a 24/7 environment with rotating shifts and on-call coverage, focusing on Tier 1 triage and escalation to Tier 2, while maintaining strong customer satisfaction. Requirements include a 2-year associate degree in a technical field and 3+ years of field/technical support for diagnostic imaging.

Qualifications

• 2 Year Associate's Degree Biomedical Engineering, Electronics, or related technical field (or equivalent experience).
• 3 years Combined field and technical support experience servicing one or more imaging modalities (CT, MR, XR, VL, UL).
• Canon-specific equipment experience is required.

Responsibilities

• Serve as the first point of contact (Tier 1) for customer service requests with accurate intake and prioritization.
• Perform remote troubleshooting and triage using connectivity tools, knowledge bases, and diagnostic logs.
• Escalate complex issues to Tier 2 with complete case documentation.
• Update Oracle Service Request system timely and accurately.
• Support reduction of downtime through efficient remote resolution and coordination.
• Collaborate with Field Service Engineers and cross-functional teams to drive resolution.
• Contribute to knowledge capture and CSC workflows and adherence to procedures.

Skills

Remote troubleshooting

Tier 1 support

Customer service

Communication

Microsoft Windows

Travel

On-call

Education

Associate's Degree Biomedical Engineering

Electronics or related technical field

Tools

Canon IQ

KMS

Oracle SR system

Job description

Canon Medical Systems USA, Inc. seeks a Remote Support Engineer for XR/VL to provide centralized, high-quality remote support to customers across imaging modalities.

The role operates in a 24/7 environment with rotating shifts and on-call coverage, focusing on Tier 1 triage and escalation to Tier 2, while maintaining strong customer satisfaction. Requirements include a 2-year associate degree in a technical field and 3+ years of field/technical support for diagnostic imaging.