Remote Imaging Support Engineer (XR/VL) – 24/7 Shifts

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

Job summary

Canon Medical Systems USA, Inc. is seeking a Remote Support Engineer - XR/VL to deliver centralized remote support for imaging modalities in a 24/7 environment. The role requires shift rotation including evenings, weekends, and holidays, with on-call as needed.

You will be the first contact (Tier 1), perform remote diagnostics, escalate to Tier 2 as needed, and document in the Oracle SR system. Travel nationally/internationally and collaborate with Field Service Engineers to minimize downtime.

Qualifications

• 2 Year Associate's Degree in Biomedical Engineering, Electronics, or related field.
• 3 years combined field and technical support experience servicing diagnostic imaging modalities.
• Experience with CT, MR, XR, VL, or UL modalities; Canon-specific equipment experience is required.

Responsibilities

• Serve as the first point of contact (Tier 1) for customer service requests.
• Perform remote troubleshooting and triage using remote connectivity tools and knowledge bases.
• Escalate complex issues to Tier 2 (TSE/NSE) with complete documentation.
• Ensure timely updates in Oracle Service Request (SR) system and maintain documentation standards.
• Support reduction of system downtime through efficient remote resolution.
• Collaborate with Field Service Engineers, ASMs, and cross-functional teams.
• Contribute to CSC workflows and knowledge systems through knowledge capture.
• Adhere to CSC operational procedures, including call handling and escalation protocols.

Skills

Remote troubleshooting

Customer communication

Stress management

Education

Associate's Degree (Biomedical Engineering/Electronics)

Tools

Microsoft Office

Windows OS

Job description

Canon Medical Systems USA, Inc. is seeking a Remote Support Engineer - XR/VL to deliver centralized remote support for imaging modalities in a 24/7 environment. The role requires shift rotation including evenings, weekends, and holidays, with on-call as needed.

You will be the first contact (Tier 1), perform remote diagnostics, escalate to Tier 2 as needed, and document in the Oracle SR system. Travel nationally/internationally and collaborate with Field Service Engineers to minimize downtime.