Technical Support Eng

Canon Medical Systems USA, Inc.; Seattle (WA); On-site; USD 96,000 - 155,000; Full time

Job summary

Canon Medical Systems USA, Inc. is seeking an experienced Field Service Engineer to provide on-site and remote support for installation, application, and technical issues across multiple modalities.

The role includes second-level escalation, regional information sharing, and collaboration with National Technical Support. The position requires strong fault-analysis skills, documented experience across imaging modalities, and a valid driver’s license.

Qualifications

• Demonstrated applications knowledge with proven ability to resolve issues caused by basic technologist errors.
• Proven ability to develop and maintain effective internal and external working relationships.
• Must maintain active motor vehicle/driver's license from the state where the employee resides.
• 4 Year Bachelor's Degree or BSEE degree or equivalent work experience in lieu of degree.
• 5 years servicing one or more modalities: Ultrasound, CT, MR, Nuclear, and/or X-Ray/Vascular.
• 7 years servicing one or more modalities: Ultrasound, CT, MR, Nuclear, and/or X-Ray/Vascular.
• Prior field Technical Support experience.

Responsibilities

• Provide on-site and phone support to FSE and TSS to address installation, application and technical issues.
• Provide second-level support in escalated issues. Escalate issues to National Technical Support (NTS) per protocol.
• Attend modality conference calls and inform region FSEs of latest information and developments.
• Review Field Service Memos and SIS documentation for region FSEs.
• Participate in installation of new products within the region.
• Support Beta testing of FMI’s in the region and coordinate completion of FMI tasks.
• Work with NTS to ensure Veterans Administration sites are inspection-ready and support inspections on-site.
• Monitor sites with high service call volumes and perform site audits to uncover root causes.
• Provide on-the-job training to develop senior region FSEs and mentor FSEs in difficulty.

Skills

Applications knowledge

Relationship building

Driving license

Education

Bachelor's Degree or BSEE

Job description

• Provide on-site and phone support to FSE and TSS to address installation, application and technical issues.
• Provide second-level support in escalated issues. Escalate issues to National Technical Support (NTS) per protocol.
• Participate in Technical Operations’ modality conference calls and ensure that region FSEs are fully informed of the latest information and developments.
• Regularly review all Field Service Memos and other technical documentation posted on the Service Information System (SIS) and ensure region FSEs fully understand their content.
• Participate in the installation of new products within the region.
• Support the Beta testing of Field Maintenance Instructions (FMI’s) occurring within the zone. Monitor the status and facilitate the completion of all FMI’s within the region.
• Work with NTS to ensure all Veterans Administration sites are ready for inspection; support each inspection on-site.
• Monitor sites experiencing abnormally high numbers of service calls and conduct site audits, as appropriate, to uncover underlying causes.
• Conduct on-the-job-training within the region to help develop a team of senior region modality FSEs to assist other FSEs when the region specialist is unavailable. Mentor FSEs who have failed or struggled in a class at the Training Academy.
• Define FSE training needs and recommend actions to zone management. Provide supplemental technical training and local seminars related to installation, troubleshooting skills and new product introductions.
• Review and evaluate systems in terms of image quality and system performance. Implement and monitor field service enhancements and programs (re: InnerVision).
• Gather input for defining product issues and document concerns. Consult with zone management team in escalating product issues to NTS.
• Provide timely and accurate technical documentation on assigned projects. Distribute appropriate technical information to the front line staff. Network with other zones to share technical information.
• Works directly with eligible external customers in remotely troubleshooting, and when possible, resolving product problems via phone.
• Collaborates with the Clinical Support Team at the CMSU Solutions Center to analyze and identify solutions to customer issues using product knowledge and remote tools.
• Escalates technical issues and inquiries, as needed.
• Provides remote technical support and recommendations on products within a specific imaging modality to internal customers using product knowledge and field experience.
• Monitors and analyzes service alerts from customer scanners and resolves or escalates as appropriate.
• Contributes to and generates knowledge articles per P&P.
• Support zone service marketing efforts.

• Demonstrated applications knowledge with proven ability to resolve issues caused by basic technologist errors.
• Proven ability in developing and maintaining effective internal and external working relationships.
• Must maintain active motor vehicle/driverâs license from the state where the employee resides.
• 4 Year Bachelor's Degree or BSEE degree or equivalent work experience in lieu of degree.
• 5 years Servicing one or more of the following modalities: Ultrasound, CT, MR, Nuclear, and/or X-Ray/Vascular.
• In-depth knowledge of two or more products within a specific modality.
• Prior field Technical Support experience.
• 7 years Servicing one or more of the following modalities: Ultrasound, CT, MR, Nuclear, and/or X-Ray/Vascular.
• In-depth knowledge of two or more products within a specific modality. Prior field Technical Support experience.
• Pay Information: Min: $96,000 to $155,000 Annual Equivalency (DOE)