Remote Imaging Support Engineer (24/7 Shifts)

Canon USA & Affiliates; Frankfort (KY); 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 service for customers across CT, MR, XR, and other modalities.

The role operates in a 24/7/365 environment with rotating shifts, including evenings, weekends, and holidays, to ensure continuous coverage and rapid issue resolution. The candidate will triage Tier 1 issues, escalate to Tier 2 as needed, document in the SR system, and coordinate with Field Service Engineers to minimize

Qualifications

• Previous field service experience with remote troubleshooting and analytical skills.
• Excellent listening, verbal, and written communication skills.
• Ability to travel nationally and internationally.
• Experience interfacing with internal teams and external customers.
• Willingness to be available after hours / on-call including weekends.

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.
• Escalate complex issues to Tier 2 with complete case documentation.
• Maintain timely updates in Oracle SR system and uphold documentation standards.
• Support reduction of downtime through efficient remote resolution and coordination.
• Collaborate with Field Service Engineers and cross-functional teams to resolve issues.
• Contribute to knowledge capture and CSC workflow improvements.
• Adhere to CSC procedures, call handling, escalation, and customer communication standards.

Job description

Canon Medical Systems USA, Inc. seeks a Remote Support Engineer to deliver centralized, high-quality remote service for customers across CT, MR, XR, and other modalities.

The role operates in a 24/7/365 environment with rotating shifts, including evenings, weekends, and holidays, to ensure continuous coverage and rapid issue resolution. The candidate will triage Tier 1 issues, escalate to Tier 2 as needed, document in the SR system, and coordinate with Field Service Engineers to minimize