Remote Support Engineer -XR/VL - req1697OVERVIEWThe Customer Solutions Center (CSC) Remote Support Engineer plays a critical role in delivering centralized, high-quality remote support for Canon Medical Systems customers across multiple imaging modalities (CT, MR, XR, VL, UL). Operating within a 24/7 support environment, this role requires flexibility to work rotational shifts, including evenings, weekends, and holidays, to ensure continuous customer coverage and rapid issue resolution. This position emphasizes structured intake, Tier 1 triage excellence, and seamless escalation to Tier 2 resources, while maintaining a strong focus on customer experience, uptime, and operational efficiency Performs all duties in accordance with the company's policies and procedures, all US state and federal laws and regulations, wherein the company operates.
RESPONSIBILITIESThis is a remote, home office based role in the USA.
- 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
