Remote Support Engineer -XR/VL

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

This is a remote, home office based role in the USA. Prior Canon Medical Systems USA, Inc. Medical equipment experience required.

• Serve as the first point of contact (Tier 1) for customer service requests, ensuring accurate intake, documentation, and prioritization of all cases
• Perform remote troubleshooting and triage, leveraging remote connectivity tools, knowledge bases (e.g., Canon IQ / KMS), and diagnostic logs
• Escalate complex issues to Tier 2 (TSE/NSE) with complete and structured case documentation
• Ensure timely and accurate updates in Oracle Service Request (SR) system, maintaining compliance with service documentation standards
• Support reduction of system downtime (MTTR/TTR) through efficient remote resolution and coordination
• Collaborate with Field Service Engineers (FSEs), ASMs, and cross-functional teams to drive issue resolution
• Participate in continuous knowledge capture and improvement initiatives, contributing to CSC workflows and knowledge systems
• Adhere to CSC operational procedures, including call handling, escalation protocols, and customer communication standards
• Shift Flexibility & Work Schedule Requirements:
  • This role operates within a 24/7/365 support model, requiring mandatory participation in a rotational shift schedule.
• Candidates must be willing and able to:
  • Work day, evening, and overnight shifts on a rotating basis
  • Participate in a rotating weekend and holiday coverage schedule
  • Adjust schedules periodically based on business needs, call volume, and coverage gaps
• Shift assignments may change based on:
  • Operational demand and service level requirements
  • CSC expansion phases and modality coverage needs
• Employees are expected to demonstrate:
  • Schedule flexibility and reliability
  • Ability to transition effectively between shift types
  • Commitment to supporting a team-based coverage model
  • Required Qualifications

Qualifications

• Previous field service experience on demonstrating strong remote troubleshooting, problem solving, and analytical skills.
• Thorough knowledge of Microsoft Office and Microsoft Windows.
• Excellent listening, verbal, and written communications skills, including phone support and demonstrated ability to communicate technical terminology and instructions.
• Ability to develop and maintain effective internal and external working relationships.
• Ability to travel both nationally and internationally.
• Experience interfacing with both internal team members and external customers as part of a solution-based service process.
• Ability to stay calm in high pressure situations.
• Willingness to be available 'after hours', or work a rotating On-Call schedule, including weekends, for critical issues and coverage, as necessary.
• 2 Year Associate's Degree Biomedical Engineering, Electronics, or related technical field (or equivalent experience).
• 3 years Combined field and technical support experience successfully servicing one or more of the following diagnostic imaging modality: (CT, MR, XR, VL, or UL).
• Canon-specific equipment experience required.

Pay Information Min: $86,000 to Max: $138,000 DOE