Remote Support Engineer (Imaging) - 24/7 Shift Expert

Canon USA & Affiliates; Denver (CO); Remoto; USD 86.000 - 138.000; Tempo pieno

Descrizione del lavoro

Canon Medical Systems USA, Inc. is seeking a Remote Support Engineer to deliver high-quality remote assistance for customers across imaging modalities in a 24/7 environment.

The role requires rotating day, evening, and night shifts to ensure continuous coverage. You will perform Tier 1 triage, remote troubleshooting, and escalation to Tier 2, with diligent case documentation and updates in the Oracle SR system.

Competenze

• 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.
• Willingness to be available after hours and participate in rotating on-call schedules.

Mansioni

• Serve as the first point of contact (Tier 1) for customer service requests with accurate intake and prioritization.
• Perform remote troubleshooting and triage using remote connectivity tools and diagnostic logs.
• Escalate complex issues to Tier 2 with complete case documentation.
• Maintain timely updates in the Oracle SR system and adhere to documentation standards.
• Collaborate with Field Service Engineers and cross-functional teams to drive resolution.
• Contribute to knowledge capture and CSC workflow improvements.
• Adhere to CSC procedures, call handling, and escalation protocols.

Conoscenze

Remote troubleshooting

Problem solving

Analytical skills

Microsoft Office

Microsoft Windows

Communication skills

Travel capability

Team collaboration

On-call availability

Formazione

2 Year Associate's Degree Biomedical Engineering, Electronics, or related technical field

Strumenti

Canon IQ / KMS

Oracle SR

Descrizione del lavoro

Canon Medical Systems USA, Inc. is seeking a Remote Support Engineer to deliver high-quality remote assistance for customers across imaging modalities in a 24/7 environment.

The role requires rotating day, evening, and night shifts to ensure continuous coverage. You will perform Tier 1 triage, remote troubleshooting, and escalation to Tier 2, with diligent case documentation and updates in the Oracle SR system.