Remote Medical Imaging Support Engineer

Canon Medical Systems USA, Inc.; United States; On-site; USD 86,000 - 138,000; Full time

Job summary

Canon Medical Systems USA, Inc. is seeking a remote Tier 1 Customer Support Engineer in the USA to serve as the first contact for service requests, ensuring accurate intake and prioritization.

You will perform remote troubleshooting with Canon IQ / KMS, document cases, escalate to Tier 2 with complete notes, and update Oracle SRs while coordinating with Field Service Engineers and cross-functional teams. This 24/7/365 role requires after-hours availability and rotating shifts, including

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 diagnostic imaging modalities (CT, MR, XR, VL, or UL).
• Canon-specific equipment experience required.
• Strong remote troubleshooting, problem solving, and analytical skills.
• Excellent listening, verbal, and written communications, including phone support.
• Willingness to travel nationally and internationally.

Responsibilities

• Serve as Tier 1 contact for customer service requests, ensuring intake and prioritization.
• Perform remote troubleshooting using Canon IQ/KMS and diagnostic logs.
• Escalate complex issues to Tier 2 with complete documentation.
• Update Oracle SR system and maintain compliant service records.
• Help reduce downtime through remote resolution and coordination.
• Collaborate with FSEs, ASMs, and cross-functional teams.
• Contribute to knowledge capture and CSC workflows.
• Follow CSC procedures, call handling, escalation, and customer communication.
• Work in a 24/7/365 rotating shift schedule; weekends/holidays coverage.
• Willingness to travel nationally and internationally.

Skills

Remote troubleshooting

Analytical skills

Excellent communication

Microsoft Office

Travel ability

Team collaboration

After-hours availability

On-call schedule

Education

Associate's degree in Biomedical Engineering / Electronics

Tools

Canon equipment experience

Job description

Canon Medical Systems USA, Inc. is seeking a remote Tier 1 Customer Support Engineer in the USA to serve as the first contact for service requests, ensuring accurate intake and prioritization.

You will perform remote troubleshooting with Canon IQ / KMS, document cases, escalate to Tier 2 with complete notes, and update Oracle SRs while coordinating with Field Service Engineers and cross-functional teams. This 24/7/365 role requires after-hours availability and rotating shifts, including