Remote Imaging Support Engineer — 24/7 Shifts

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

Job summary

Canon Medical Systems USA, Inc. is seeking a Remote Support Engineer to deliver centralized, high-quality remote support across CT, MR, XR, VL, and UL modalities from a home office in the USA.

The role requires 24/7 coverage, shift rotations, and careful case documentation to ensure uptime and rapid resolutions. Responsibilities include Tier 1 triage, remote troubleshooting with Canon tools, and escalation to Tier 2 when necessary.

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 diagnostic imaging modalities (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.

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

Communication skills

Microsoft Office

Windows

Travel (national & international)

After-hours availability

Team collaboration

Shift work / on-call

Education

Associate's Degree in Biomedical Engineering or Electronics

Equivalent experience

Tools

Canon IQ

KMS

Job description

Canon Medical Systems USA, Inc. is seeking a Remote Support Engineer to deliver centralized, high-quality remote support across CT, MR, XR, VL, and UL modalities from a home office in the USA.

The role requires 24/7 coverage, shift rotations, and careful case documentation to ensure uptime and rapid resolutions. Responsibilities include Tier 1 triage, remote troubleshooting with Canon tools, and escalation to Tier 2 when necessary.