National Support Eng - CT

National Support Engineer

Support service operations by utilizing technical product expertise in resolution of urgent issues, analyzing actions taken, and utilizing results to improve business practices. A high value is placed on improving repair speed and reducing repair costs. May be required to rotate through the Remote Service Center and providing modality-specific technical support to CMSU external customers as well as internal customers Applications. Utilizes product expertise to diagnose/resolve customer issues on first contact to minimize system downtime and maximize FSE dispatch avoidance. Credentialing requirements, including Covid vaccinations, are a condition of employment for this position. CMSU is an Equal Opportunity Employer, and reasonable accommodations will be considered.

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.

Qualifications

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.

Pay Range $107K to $193K