Technical Support Eng

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

Job summary

Canon Medical Systems USA, Inc. seeks a regional Field Service Engineer to provide on-site and remote support for installation, troubleshooting and applications across multiple imaging modalities in Washington state.

The role includes escalation to NTS, participation in technical operations calls, and ongoing training development for regional staff. Candidates should have a 4-year degree or equivalent, 5 years of modality servicing experience (Ultrasound/CT/MR/Nuclear/X-ray), and strong

Qualifications

• Bachelor's degree or 4-year equivalent (e.g., BSEE)
• 5 years of servicing modalities (Ultrasound, CT, MR, Nuclear, X-Ray/Vascular)
• Prior field Technical Support experience
• Proven ability to develop internal/external relationships
• Strong knowledge of image quality and system performance

Responsibilities

• Provide on-site and phone support to FSE and TSS for installation, application and technical issues.
• Provide second-level support and escalate to National Technical Support per protocol.
• Participate in modality conference calls and keep region FSEs informed of developments.
• Review Field Service Memos and SIS content to ensure understanding.
• Participate in installation of new products within the region.
• Support FMI beta testing and complete FMI milestones.
• Ensure VA sites are inspection-ready and support on-site inspections.
• Mentor FSEs and define training needs within the region.
• Review systems for image quality and performance; implement field service enhancements.
• Escalate product issues to NTS; prepare technical documentation and share knowledge across zones.
• Support external customers in remote troubleshooting when possible.
• Collaborate with CMSU Solutions Center to resolve customer issues with remote tools.
• Maintain up-to-date knowledge articles per policies and procedures.
• Demonstrate applications knowledge and build internal/external relationships.
• Maintain valid driver’s license and meet travel requirements.
• Pay information: Min: $96,000 to $155,000 annually (DOE)

Skills

Remote troubleshooting

Field service experience

Imaging modalities knowledge

Technical documentation

Customer escalation handling

Education

Bachelor's degree or equivalent (4-year degree)

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.
• 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.
• Support zone service marketing efforts.
• 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.

• 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)