Remote Imaging Support Engineer - XR/MR/CT (24/7)

Canon USA & Affiliates

Concord (NH)

Remote

USD 86,000 - 138,000

Full time

14 days+

Application generator

Turn this role into an interview — a resume and cover letter built around what this employer wants.

Get past ATS filters

Job summary

Canon Medical Systems USA, Inc. is seeking a Remote Support Engineer - XR/VL to deliver centralized remote support for diagnostic imaging customers in a 24/7 environment. The role requires Tier 1 triage, coordination with Tier 2, and proactive knowledge sharing to reduce downtime.

Responsibilities include accurate case intake, remote troubleshooting, and escalation. Candidates should have Canon equipment experience and the ability to work rotating day/evening/overnight shifts, including weekends.

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 imaging modalities (CT, MR, XR, VL, UL).
Canon-specific equipment experience required.
Willingness to be available after hours, or work a rotating On-Call schedule, including weekends.

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 and diagnostic logs.
Escalate complex issues to Tier 2 with complete and structured case documentation.
Ensure timely updates in Oracle SR system and maintain compliance with service documentation standards.
Support reduction of downtime through efficient remote resolution and coordination.
Collaborate with Field Service Engineers, ASMs, and cross-functional teams to drive issue resolution.
Participate in knowledge capture and CSC workflow improvements.
Adhere to CSC procedures including call handling and escalation protocols.