Remote Medical Imaging Support Engineer (XR/MR)

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

Job summary

Canon Medical Systems USA, Inc. seeks a Remote Support Engineer to deliver 24/7 remote assistance for imaging systems (CT, MR, XR, VL, UL) from a home office in the USA. The role requires rotating shifts, after-hours availability, and collaboration with field engineers to resolve issues quickly.

You will perform Tier 1 triage, document cases in the SR system, and escalate to Tier 2 when needed, while maintaining strong customer service and adherence to CSC procedures.

Qualifications

• Experience in field service with remote troubleshooting and problem solving.
• Proficient in Microsoft Office and Windows environments.
• Excellent listening and communication skills, including phone support.
• Ability to travel nationally and internationally.
• Experience interfacing with internal teams and customers in a service process.
• Willingness for after-hours/on-call coverage and rotating shifts.
• Associate degree in Biomedical Engineering or related field or equivalent experience.
• Canon-specific equipment experience is required.

Responsibilities

• Serve as the first point of contact for customer service requests (Tier 1).
• Perform remote troubleshooting and triage using connectivity tools and logs.
• Escalate complex issues to Tier 2 with complete documentation.
• Maintain updates in Oracle SR system and ensure documentation compliance.
• Support reduction of downtime through remote resolution and coordination.
• Collaborate with Field Service Engineers and cross-functional teams.
• Participate in knowledge capture and CSC workflow improvements.
• Adhere to CSC procedures, call handling, and escalation protocols.

Skills

Field service

Remote troubleshooting

MS Office

Windows OS

Communication skills

Travel international

Team collaboration

On-call availability

Biomedical electronics

Education

Associates degree in Biomedical Engineering or related field

Tools

Canon IQ/KMS

Job description

Canon Medical Systems USA, Inc. seeks a Remote Support Engineer to deliver 24/7 remote assistance for imaging systems (CT, MR, XR, VL, UL) from a home office in the USA. The role requires rotating shifts, after-hours availability, and collaboration with field engineers to resolve issues quickly.

You will perform Tier 1 triage, document cases in the SR system, and escalate to Tier 2 when needed, while maintaining strong customer service and adherence to CSC procedures.