Remote Support Engineer -XR/VL
Canon Medical Research USA
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- Location
- United States
- Work style
- Remote only
- Job type
- Full time
- Posted
- Oct 13
- 7 days ago
Career path
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About the company
Canon Medical Research USA
Medical devices · 201 to 500 employees
What you'll do
- Serve as the first point of contact (Tier 1) for customer service requests
- Perform remote troubleshooting and triage
- Escalate complex issues to Tier 2 (TSE/NSE) with complete case documentation
- Ensure timely and accurate updates in Oracle Service Request (SR) system
- Support reduction of system downtime through remote resolution and coordination
- Collaborate with Field Service Engineers (FSEs), ASMs, and cross-functional teams
- Participate in continuous knowledge capture and improvement initiatives
- Adhere to CSC operational procedures
What you need
- Prior Canon Medical Systems USA, Inc. Medical equipment experience
- 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
- Demonstrate schedule flexibility and reliability
- Ability to transition effectively between shift types
- Commitment to supporting a team-based coverage model
Key skills
Remote troubleshootingRemote connectivity toolsOracle Service RequestMedical equipment experienceCustomer communication
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Read the full posting here
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 casesPerform remote troubleshooting and triage, leveraging remote connectivity tools, knowledge bases (e.g., Canon IQ / KMS), and diagnostic logsEscalate complex issues to Tier 2 (TSE/NSE) with complete and structured case documentationEnsure timely and accurate updates in Oracle Service Request (SR) system, maintaining compliance with service documentation standardsSupport reduction of system downtime (MTTR/TTR) through efficient remote resolution and coordinationCollaborate with Field Service Engineers (FSEs), ASMs, and cross-functional teams to drive issue resolutionParticipate in continuous knowledge capture and improvement initiatives, contributing to CSC workflows and knowledge systemsAdhere to CSC operational procedures, including call handling, escalation protocols, and customer communication standardsShift 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 basisParticipate in a rotating weekend and holiday coverage scheduleAdjust schedules periodically based on business needs, call volume, and coverage gapsShift assignments may change based on:Operational demand and service level requirementsCSC expansion phases and modality coverage needsEmployees are expected to demonstrate:Schedule flexibility and reliabilityAbility to transition effectively between shift typesCommitment to supporting a team-based coverage modelRequired Qualifications