Remote Support Engineer - MR/CT

This is a remote, home office position located in the USA. Prior Canon Medical/Toshiba Equipment experience required.

• 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