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Canon Medical Systems USA, Inc. · 10 hours ago

National Support Eng - CT

United States

Full-time

Remote

Mid, Senior Level

$107K/yr - $193K/yr

7+ years exp

Canon Medical Systems USA, Inc. is seeking a National Support Engineer to provide after-hours support and mentor customer solution specialists. The role involves troubleshooting, developing training materials, and analyzing service performance to improve customer satisfaction and operational efficiency.

Consumer ElectronicsHealth CareManufacturingMedical Device

H1B Sponsor Likely

Responsibilities

InTouch Center & Front Line Support

Provide after-hours on-call telephone support and direct escalation support to Customer Engineers and Customer Solution Specialists (CSS). Mentor CSS to improve call resolution and author product knowledge articles to increase effectiveness. Establish and monitor procedures to maintain the integrity and quality of the Service problem/solution database

Partner with Service field leadership to identify, escalate, and resolve customer issues through the Alert process. Recommend corrective actions based on product expertise, provide on-site support when required, and develop escalation pathways to CMSC (Japan) and Canon Medical Research (CMRU). Standardize and disseminate critical technical information, develop troubleshooting flowcharts, and recommend tools or equipment that improve productivity and reduce costs. Identify potential product issues, perform root cause analysis, and continuously improve alert and escalation processes

InnerVision Development

Define future functional and feature needs for InnerVision based on field experience. Assist with testing, deployment, and optimization of upgrades and enhancements. Develop and refine internal processes using Best Practice principles to support daily operational needs

CMSC & NPI Support

Differentiate product issues from routine service issues and investigate root causes. Serve as a technical liaison between Front Line teams and CMSC to identify, quantify, and resolve ongoing product concerns. Provide technical expertise to the CMSU Business Unit during NPI activities

Training Academy Support

Contribute technical knowledge to the development of training curriculum aligned with evolving business needs. Support instructional delivery, lab oversight, and competency assessments as required

Overall Service & Business Performance

Analyze InTouch cases to identify trends, recurring issues, and root causes across processes, hardware, software, and logistics. Develop and promote standardized troubleshooting methodologies, technical bulletins, and best practices that improve customer satisfaction and reduce costs. Establish measurement systems, influence service information systems, and provide financial impact analysis to support profitability-driven corrective actions

Customer & Internal Technical Support

Work directly with eligible external customers to remotely troubleshoot and resolve product issues via phone and remote tools. Collaborate with Clinical Support teams to analyze complex issues, monitor service alerts from installed systems, escalate issues as needed, and generate knowledge articles in accordance with established P&P

Qualification

Technical support experienceTroubleshooting skillsAnalytical skillsField service experienceRoot cause analysisTraining developmentKnowledge article generationProcess improvementRelationship building

Required

Previous technical support or field service experience at journey level demonstrating strong troubleshooting and analytical skills

Ability to develop and maintain effective internal and external working relationships

Ability to travel both nationally and internationally

Must maintain active motor vehicle/driver's license from the state where the employee resides

Minimum 7 years Applied technical experience

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.

Founded in 1932

Tustin, California, USA

1001-5000 employees

https://us.medical.canon/

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)