Remote Imaging Support Engineer - 24/7 On-Call

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

Job summary

Canon Medical Systems USA, Inc. seeks a Remote Support Engineer to deliver centralized, high-quality remote support for imaging modality systems (CT, MR, XR, VL, UL) in a 24/7 environment.

You will triage Tier 1 issues, triage remotely, and escalate to Tier 2 as needed while ensuring uptime and customer satisfaction. The role requires shift flexibility, travel as needed, and collaboration with Field Service Engineers and cross-functional teams to drive swift resolutions.

Qualifications

• Field service experience with remote troubleshooting and problem solving.
• Proficiency in Microsoft Office and Windows.
• Excellent communication (verbal and written).
• Willingness to travel nationally and internationally.
• Canon-specific equipment experience required.
• After-hours/on-call availability and rotating shift experience.
• Associate’s degree in Biomedical Engineering or related field.

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 and knowledge bases (Canon IQ / KMS).
• Escalate complex issues to Tier 2 with complete case documentation.
• Maintain timely updates in Oracle Service Request (SR) system and adhere to documentation standards.
• Reduce downtime through efficient remote resolution and coordination.
• Collaborate with Field Service Engineers, ASMs, and cross-functional teams.
• Participate in knowledge capture and CSC workflow improvements.
• Adhere to CSC procedures for call handling, escalation, and customer communications.

Skills

Remote troubleshooting

Problem solving

Analytical skills

Communication skills

Travel ability

Customer interfacing

After-hours availability

On-call rotation

Microsoft Office

Microsoft Windows

Education

Associate’s Degree in Biomedical Engineering

3 years diagnostic imaging support experience

Tools

Canon IQ

KMS

Oracle SR system

Job description

Canon Medical Systems USA, Inc. seeks a Remote Support Engineer to deliver centralized, high-quality remote support for imaging modality systems (CT, MR, XR, VL, UL) in a 24/7 environment.

You will triage Tier 1 issues, triage remotely, and escalate to Tier 2 as needed while ensuring uptime and customer satisfaction. The role requires shift flexibility, travel as needed, and collaboration with Field Service Engineers and cross-functional teams to drive swift resolutions.