Canon Medical Systems USA, Inc. · 1 day ago
Technical Support Eng - MR
United States
Full-time
Hybrid
Mid, Senior Level
$96K/yr - $155K/yr
7+ years expCanon Medical Systems USA, Inc. is a leading company in the medical imaging field, seeking a Technical Support Engineer specializing in MR technology. The role involves providing on-site and remote technical support, mentoring field service engineers, and collaborating with the Clinical Support Team to resolve customer issues.
Consumer ElectronicsHealth CareManufacturingMedical Device
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
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
Qualification
Required
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/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
Ability to travel 50% +
Company
Canon Medical Systems USA, Inc.
Mission Canon Medical Systems USA delivers innovative imaging solutions and services through our Made for Life philosophy to improve the quality of life for all people.
1001-5000 employees
H1B Sponsorship
Canon Medical Systems USA, Inc. has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2023 (1)
2021 (1)
Funding
Current Stage
Late StageLeadership Team
Hiroka Gibson
Executive Assistant to the President & CEO
Lloyd Norwood
ACCOUNT EXECUTIVE
Recent News
Canon Medical Systems USA
2025-11-27
Canon Medical Systems USA
2025-11-25
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