Remote Imaging Support Engineer 24/7 Tier 1

Canon USA & Affiliates; Saint Paul (MN); Remote; USD 86,000 - 138,000; Full time

Job summary

Canon Medical Systems USA, Inc. is seeking a Remote Support Engineer to provide Tier 1 triage and remote troubleshooting for CT, MR, XR, VL, and UL imaging systems from a home-based USA role.

The position supports a 24/7/365 coverage model with rotating day, evening, overnight shifts and weekend/holiday rotations. Ideal candidates have a 2-year associate degree in biomedical engineering or related field, Canon equipment experience, strong communication skills, and the ability to travel

Qualifications

• 2 Year Associate's Degree Biomedical Engineering, Electronics, or related technical field (or equivalent experience).
• Canon-specific equipment experience required.
• Willingness to be available after hours or work a rotating on-call schedule, including weekends.
• Ability to travel nationally and internationally.
• 3 years combined field and technical support experience servicing diagnostic imaging modalities (CT, MR, XR, VL, or UL).

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
• Shift Flexibility & Work Schedule Requirements: This role operates within a 24/7/365 support model, requiring mandatory participation in a rotational shift schedule.
• This role requires working day, evening, and overnight shifts on a rotating basis and rotating weekend/holiday coverage
• Adjust schedules periodically based on business needs, call volume, and coverage gaps
• Shift assignments may change based on operational demand and modality coverage needs
• Employees are expected to demonstrate schedule flexibility and reliability; ability to transition between shift types; commitment to team-based coverage

Skills

Remote troubleshooting

Analytical skills

Communication skills

Team collaboration

High pressure resilience

Education

Associate's degree in Biomedical Eng / Electronics

Tools

Microsoft Office

Microsoft Windows

Job description

Canon Medical Systems USA, Inc. is seeking a Remote Support Engineer to provide Tier 1 triage and remote troubleshooting for CT, MR, XR, VL, and UL imaging systems from a home-based USA role.

The position supports a 24/7/365 coverage model with rotating day, evening, overnight shifts and weekend/holiday rotations. Ideal candidates have a 2-year associate degree in biomedical engineering or related field, Canon equipment experience, strong communication skills, and the ability to travel