Remote Imaging Support Engineer (24/7 Shifts)

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

Benefits offered by this job

Competitive salary

Benefits package

Diversity & inclusion

Job summary

Canon Medical Systems USA, Inc. is seeking a Remote Support Engineer to deliver Tier 1 remote diagnostics across CT, MR, XR, VL, and UL modalities from a home-based setup in the USA.

The role demands engagement in a 24/7/365 rotational schedule, with strong escalation to Tier 2 and close collaboration with Field Service Engineers to minimize downtime. The ideal candidate has field service experience, proficiency in Microsoft Office, and excellent communication skills.

Qualifications

• Previous field service experience with strong remote troubleshooting, problem solving, and analytical skills.
• Thorough knowledge of Microsoft Office and Microsoft Windows.
• Excellent listening, verbal, and written communications skills, including phone support.
• Ability to travel both nationally and internationally.
• Experience interfacing with internal teams and customers as part of a solution-based service process.
• Ability to stay calm in high pressure situations.

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 using remote connectivity tools, knowledge bases, and diagnostic logs.
• Escalate complex issues to Tier 2 with complete and structured case documentation.
• Ensure timely updates in Oracle Service Request (SR) system and comply with documentation standards.
• Support reduction of downtime through efficient remote resolution and coordination.
• Collaborate with Field Service Engineers (FSEs) and cross-functional teams to drive resolution.
• Participate in knowledge capture and CSC workflow improvements.
• Adhere to CSC procedures, including call handling and escalation protocols.
• Shift Flexibility: rotate day/evening/overnight shifts and weekend/holiday coverage.

Skills

Remote troubleshooting

Problem solving

Analytical skills

Verbal and written communication

Customer service orientation

Ability to travel

Shift flexibility

On-call availability

Education

2 Year Associate's Degree Biomedical Engineering / Electronics

Tools

Microsoft Office

Microsoft Windows

Job description

Canon Medical Systems USA, Inc. is seeking a Remote Support Engineer to deliver Tier 1 remote diagnostics across CT, MR, XR, VL, and UL modalities from a home-based setup in the USA.

The role demands engagement in a 24/7/365 rotational schedule, with strong escalation to Tier 2 and close collaboration with Field Service Engineers to minimize downtime. The ideal candidate has field service experience, proficiency in Microsoft Office, and excellent communication skills.