Date posted: March 12, 2025

Position: Full Time

Location: Canon Medical Systems Canada head office, Markham, ON

Canon Medical Systems Canada is a leading worldwide provider of high-quality diagnostic imaging systems and comprehensive medical solutions. We are looking for a highly qualified National Technical Support Specialist with an Ultrasound specialization. 

In this position, you will provide a high level of technical support to our Field Service Representatives for situations when equipment problem resolutions require a superior degree of expertise from what is available in the field, and for first-time system installation of a new products, as well as a high degree of product specialization in its servicing and usage. This position also acts as the liaison between Canon Medical Systems Canada and Canon Medical Systems Japan and other subsidiaries.

Major Responsibilities

• Provide high-level ultrasound technical support to our Field Service Representatives across Canada for situations when equipment problems require a higher degree of expertise than available in the field; 
• Offer installation, pre-staging leadership and support for first-time system installations of a new Ultrasound systems; 
• Maintain a high degree of product specialization in its installation, servicing and usage;
• Assist local service operations to resolve difficult equipment / customer technical problems; 
• Recommend standard service contract preventative-maintenance inspection check lists and performance adjustment checks; 
• Help determine initial spare parts stocking requirements and in optimizing inventory levels; 
• Attend regular product service meetings held by the manufacturer to discuss equipment performance and modifications to enhance his/her technical service knowledge; 
• Assist in the Field Modification Instruction Program, Field service Information program, Health Canada Licensing and Recall program; 
• Attend training classes, in house, at technical colleges, seminars or customer sites, and possibly out of country; 
• Travel at a moment’s notice to locations across Canada as needed by the local Field Service staff; 
• Complete standard service records on work performed in accordance with company policy; 
• Complete standard time reports, expense accounts and all other company documentation, as required;
• Responsible for company owned tools, test equipment, vehicles and consigned inventory; 
• Ensure safe working practices are adhered to; Performs other related duties as appropriate to this level; 
• Assist the Sales and Product Management groups to respond to RFP for technical responses and configuration audit of non-standard solutions; 
• Participate in the architectural site planning process and personnel by reviewing layout and construction drawings for suitability and compatibility to our specifications; 
• Minimize customer equipment downtime through ‘Quick Over-The-Phone’ and onsite response to our Field service Representatives; 
• Required to carry a Smartphone and be on-call;
• Adhere at all times to all CMSCA policies, including environmental, health and safety, and confidentiality policies in their entirety.

Position Requirements

• Diploma in Electronics or Biomedical Engineering Technology; 
• Strong mechanical aptitude; 
• 5-10 plus years field service experience on Canon Medical systems Ultrasound products, with at least 3 years in a senior role providing technical support to others; 
• Must be an effective communicator, ensuring communication with customers, marketing representatives, suppliers, etc. is done on a first line basis; 
• Requires a high degree of team work, customer relations and interpersonal skills; 
• Disruption of home life can occur as a result of emergency calls and/or trips; 
• Considerable overtime in the field (100-200 hours per year); 
• Excellent knowledge in one or more of the following areas of medical equipment as it pertains to the equipment: 
  • MRI 
  • CT Diagnostic 
  • X-Ray equipment / generators 
  • Ultrasound Vascular and Neuro X-ray Systems 
• Ability to work and travel (approximately 30%) at very irregular times.