Remote Imaging Support Engineer — 24/7 Tier-1

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

Job summary

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

The role operates in a 24/7/365 model with rotating shifts, including evenings, weekends, and holidays, to ensure continuous customer coverage and rapid issue resolution. Responsibilities include Tier 1 intake, remote triage, escalation to Tier 2, and coordinating with Field Service Engineers.

Qualifications

• 2 Year Associate's Degree in 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.
• Proficient in remote troubleshooting, problem solving, and analytical skills.
• Strong knowledge of Microsoft Office and Microsoft Windows.
• Ability to travel nationally and internationally.
• Excellent communication skills with internal teams and customers.

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 remote connectivity tools and diagnostic logs.
• Escalate complex issues to Tier 2 with complete case documentation.
• Maintain timely updates in Oracle Service Request (SR) system and documentation standards.
• Contribute to reduction of downtime through efficient remote resolutions and coordination.
• Collaborate with Field Service Engineers and cross-functional teams to resolve issues.
• Participate in knowledge capture, contributing to CSC workflows and knowledge bases.
• Adhere to CSC procedures, call handling, escalation protocols, and communication standards.

Job description

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

The role operates in a 24/7/365 model with rotating shifts, including evenings, weekends, and holidays, to ensure continuous customer coverage and rapid issue resolution. Responsibilities include Tier 1 intake, remote triage, escalation to Tier 2, and coordinating with Field Service Engineers.