Technical Support Eng

Canon Medical Systems USA is seeking a Technical Support Engineer to deliver modality-specific service support within a defined region. The role pairs on-site and remote assistance to Field Service Engineers and Technical Support Specialists, aiming to resolve complex customer situations and foster regional technical self-reliance. This position, based in Washington State, may rotate through the Remote Service Center and supports CMSU external customers as well as internal Applications, using product knowledge to diagnose and resolve issues on first contact; credentialing requirements including Covid vaccinations are a condition.

Responsibilities

• Provide on-site and phone support to FSEs and TSSs to address installation, application, and technical issues.
• Serve as second-level support for escalated issues and escalate to National Technical Support (NTS) per protocol.
• Participate in Technical Operations modality conference calls and keep region FSEs informed of the latest information and developments.
• Regularly review Field Service Memos and other technical documentation posted on the Service Information System (SIS) and ensure region FSEs understand their content.
• Participate in the installation of new products within the region.
• Support the Beta testing of Field Maintenance Instructions (FMI’s) in the zone, monitor status, and facilitate completion of FMI’s within the region.
• Collaborate with NTS to ensure Veterans Administration sites are inspection-ready and support each inspection on-site.
• Monitor sites with unusually high service call volumes and conduct site audits to uncover underlying causes.
• Conduct on-the-job training within the region to develop senior modality FSEs who can assist others when the regional specialist is unavailable; mentor FSEs who struggled in training.
• Define FSE training needs and recommend actions to zone management; provide supplemental technical training and local seminars on installation, troubleshooting, and new product introductions.
• Review and evaluate systems for image quality and performance; implement and monitor field service enhancements and InnerVision programs.
• Gather input for defining product issues and document concerns; escalate product issues to NTS in consultation with zone management.
• Provide timely and accurate technical documentation on assigned projects; distribute relevant information to frontline staff and network with other zones to share knowledge.
• Support zone service marketing efforts.
• Work directly with eligible external customers in remote troubleshooting and, when possible, resolve product problems by phone.
• Collaborate with the CMSU Solutions Center Clinical Support Team to analyze and identify solutions using product knowledge and remote tools.
• Escalate technical issues and inquiries as needed; provide remote technical support and recommendations on products within a specific imaging modality to internal customers.
• Monitor and analyze service alerts from customer scanners and resolve or escalate as appropriate.
• Contribute to and generate knowledge articles per policies and procedures.

Requirements

• Bachelor's Degree or BSEE or equivalent work experience in lieu of degree.
• 5 years minimum 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.
• In-depth knowledge of two or more products within a specific modality.
• Prior field Technical Support experience.
• Active motor vehicle/driver’s license from the state of residence.
• Pay information: Min USD 96,000 to USD 155,000 annually, DOE.

Technologies

• Service Information System (SIS)
• Field Maintenance Instructions (FMI’s)
• InnerVision

Salary

USD 96,000 - 155,000 per year, DOE.

Benefits

• Competitive salary and benefits package