Technical Support Eng

Canon America Medical Systems; Washington; On-site; USD 96,000 - 155,000; Full time

Job summary

Canon Medical Systems USA, Inc. seeks qualified field service professionals to provide on-site and remote support for diagnostic imaging systems.

Responsibilities include installation, troubleshooting, and escalation to National Technical Support, with ongoing training and knowledge sharing across zones. Candidates should have a Bachelor’s or BSEE degree and extensive experience with imaging modalities such as ultrasound, CT, MR, nuclear medicine, or X-ray/vascular, plus a valid driver's

Qualifications

• Proven ability to resolve issues caused by basic technologist errors.
• Strong internal/external relationship management.
• Active motor vehicle license required by residence state.
• Degree in engineering or related field or equivalent work experience.
• Experience servicing ultrasound, CT, MR, nuclear medicine, and/or X-ray/vascular modalities.
• At least several years in field technical support and region-wide support.

Responsibilities

• Provide on-site and phone support to address installation, application and technical issues.
• Escalate issues to National Technical Support per protocol.
• Participate in modality conference calls and keep region FSEs informed.
• Review Field Service Memos and SIS content for regional staff.
• Assist in installing new products within the region.
• Support FMI beta testing and ensure timely completion.
• Prepare sites for inspections and support on-site during reviews.
• Monitor high call volumes and conduct site audits to uncover causes.
• Conduct on-the-job training to build senior regional FSEs and mentor others.
• Define training needs and provide supplemental technical training and seminars.
• Review systems for image quality and performance; implement enhancements.
• Gather input on product issues and escalate to NTS with zone management.
• Provide timely technical documentation and share information with frontline staff.

Skills

Applications knowledge

Relationship building

Driver's license

Field Technical Support experience

Modalities expertise

Education

Bachelor's or BSEE degree

Job description

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.
• 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.

QUALIFICATIONS

• 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/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 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)

About us!

Canon Medical Systems USA, Inc., a world leader in diagnostic imaging, is in search of qualified candidates to fill our open positions. Canon Medical Systems offers a competitive salary and benefits package, we support a diverse workplace and are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, sex, color, sexual orientation, gender identity, religion, national origin, protected veteran status, or on the basis of disability. We invite you to join and become part of our Canon family.