​This is a full-time Technical Support Engineer role focusing on providing second-level and advanced technical service support for a specific medical imaging modality (Ultrasound, CT, MR, Nuclear, and/or X-Ray/Vascular) within a prescribed region. The engineer’s primary function is to support, train, and mentor Field Service Engineers (FSEs) and Technical Support Specialists (TSSs) to drive regional technical self-reliance, while also participating in remote customer support rotations.

• ​Location: Remote, within a prescribed region.
• ​Salary Range: Min $96,000 to Max $155,200 annual equivalency (DOE).
• ​Experience (Required): 5 years servicing one or more medical imaging modalities, with in-depth knowledge of two or more products within a specific modality.
• ​Education: Bachelor’s Degree (BSEE or equivalent experience).
• ​Focus: Second-level support for FSEs/TSSs, complex troubleshooting, site audits, product installation, FMI completion, and conducting on-the-job training/mentorship.

​Responsibilities: Field Support, Training, and Escalation

​The engineer serves as the regional technical expert, ensuring the competence of the service team and the reliability of customer systems.

• ​Advanced Field Support: Provide on-site and phone support to FSEs and TSSs for complex installation, application, and technical issues. Provide second-level support in escalated issues, escalating to National Technical Support (NTS) per protocol.
• ​Training & Mentorship: Define FSE training needs, provide supplemental technical training, and conduct on-the-job-training to develop senior regional FSEs. Mentor FSEs who have struggled in training.
• ​System Monitoring & Audit: Monitor sites experiencing abnormally high numbers of service calls and conduct site audits to uncover underlying causes. Monitor and facilitate the completion of all Field Maintenance Instructions (FMIs) within the region.
• ​Product Documentation & Testing: Regularly review Field Service Memos and other technical documentation, ensuring region FSEs understand their content. Support Beta testing of FMIs and provide timely, accurate technical documentation.
• ​Remote Customer Support: May rotate through the Remote Service Center, utilizing product expertise and remote tools to diagnose/resolve external customer issues on first contact to maximize FSE dispatch avoidance.

​Required Qualifications and Technical Expertise

​The role mandates significant hands-on experience in the medical imaging field and strong interpersonal skills for mentoring.

• ​Required Experience: 5 years servicing one or more of the following modalities: Ultrasound, CT, MR, Nuclear, and/or X-Ray/Vascular, with in-depth knowledge of two or more products within a specific modality.
• ​Prior Experience (Required): Prior field Technical Support experience/Canon Medical Systems in XR/VL is required.
• ​Technical Knowledge: Demonstrated applications knowledge with proven ability to resolve issues caused by basic technologist errors.
• ​Soft Skills: Proven ability in developing and maintaining effective internal and external working relationships, and strong mentorship capabilities.
• ​Other: Must maintain active motor vehicle/driver’s license.