Remote Support Engineer – XR/MR Diagnostics (24/7)

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

Job summary

Canon USA & Affiliates is hiring a Remote Support Engineer to deliver centralized support for Canon Medical Systems customers across various imaging modalities. This 24/7 role requires strong remote troubleshooting skills, excellent communication, and flexibility to work on a rotational shift schedule, including weekends and holidays.

The successful candidate will ensure effective issue resolution while collaborating with cross-functional teams. Key qualifications include a related Associate's Degree and at least 3 years of combined technical support experience.

Qualifications

• Previous field service experience demonstrating strong remote troubleshooting, problem solving, and analytical skills.
• Thorough knowledge of Microsoft Office and Microsoft Windows.
• Excellent listening, verbal, and written communications skills.
• Ability to develop effective internal and external working relationships.
• Ability to travel both nationally and internationally.
• Experience interfacing with both internal team members and external customers.
• Ability to stay calm in high pressure situations.
• Willingness to be available 'after hours' or work a rotating On-Call schedule.

Responsibilities

• Serve as the first point of contact for customer service requests.
• Perform remote troubleshooting and triage.
• Escalate complex issues to Tier 2 with complete documentation.
• Ensure timely and accurate updates in Oracle Service Request system.
• Support reduction of system downtime through efficient remote resolution.
• Collaborate with Field Service Engineers and cross-functional teams.
• Participate in continuous knowledge capture and improvement initiatives.
• Adhere to operational procedures and customer communication standards.

Skills

Remote troubleshooting

Problem-solving skills

Excellent communication skills

Analytical skills

Ability to work under pressure

Education

2 Year Associate's Degree in Biomedical Engineering

Tools

Microsoft Office

Microsoft Windows

Job description

Canon USA & Affiliates is hiring a Remote Support Engineer to deliver centralized support for Canon Medical Systems customers across various imaging modalities. This 24/7 role requires strong remote troubleshooting skills, excellent communication, and flexibility to work on a rotational shift schedule, including weekends and holidays.

The successful candidate will ensure effective issue resolution while collaborating with cross-functional teams. Key qualifications include a related Associate's Degree and at least 3 years of combined technical support experience.