Clinical Applications Support Engineer

Canon Medical Informatics • Minnetonka, MN

5d • $68,460 - $102,690

About The Position

Join Our Team as a Clinical Application Support Engineer! As a key member of our Customer Support team, you’ll play a crucial role in delivering clinical application and technical software support to both our valued customers and internal teams. In this dynamic position, you’ll collaborate with Clinicians, Technologists, PACS Administrators, and vendors to tackle challenges, support smooth implementations, and drive continuous improvements in application performance and user satisfaction. Bring your problem-solving skills and commitment to quality care as you help shape the future of clinical workflows and ensure our clinical software delivers real-world impact. If you thrive in a collaborative environment and are excited to be the go-to expert for clinical applications, we want to hear from you!

Requirements

• Bachelor’s Degree in Computer Science, Biology, Management Information Systems, Medical Field or related field or equivalent work experience.
• 3+ years of experience in a clinical and/or radiology environment.
• ARRT Certified Required in either Radiography, Nuclear Medicine Technology, Radiation Therapy, Magnetic Resonance Imaging, Sonography. Post-Primary required in either Computed Tomography, Magnetic Resonance Imaging, Cardiac Interventional Radiography, or Vascular Interventional Radiography.
• Proven track record working directly with doctors, specialists, technologists, etc. in a clinical environment.
• Demonstrated excellent verbal and written communication skills, including call tracking database entry, information sharing among peers, and customer handling.
• Ability to work an on-call rotation for clinical emergencies after normal business hours, including weekends.
• Capable of traveling to a customer site to resolve issues directly, up to 10% travel.

Nice To Haves

• Experience using Vitrea or competing 3D post processing clinical application in the field

Responsibilities

• Provide support to clinical users through knowledge of clinical processes, documented needs, workflows, and clinical practice standards.
• Investigate, troubleshoot, reproduce, and determine solutions for customers reported problems. Perform root cause analysis and resolution.
• Support the team and customers on supported clinical applications and related clinical workflows
• Deliver user training, documentation, and guidance to improve adoption and effective system use
• Validate changes through testing and coordinate with stakeholders to ensure minimal disruption to patient care
• Maintain detailed documentation of configurations, known issues, resolutions, and best practices
• Act as the voice of the clinical user by providing feedback to product, engineering, and leadership teams
• Manage the complaint handling process to ensure the timely, accurate resolution of customer issues.
• Demonstrate a professional phone manner and presence with a customer-focused attitude toward issue resolution
• Document all actions taken during problem resolution in appropriate internal tracking systems differentiating between complaints and non-complaints per FDA guidelines
• Identify complaints that constitute potential hazards and bring them to the attention of the appropriate teams and leadership per company procedures.
• Timely escalation of customer issues for evaluation and action by higher level support
• Ensure a warm “hand-off” of hot issues and customer escalations
• Assist in creation of educational and clinical marketing materials
• Support business partners and 3rd party product offerings for nuclear cardiology, nuclear neurology, magnetic resonance cardiology, magnetic resonance neurology, magnetic resonance oncology, PET imaging, Spectral Imaging, and cardiac ultrasound
• Collaborate cross-functionally with product teams on defects, enhancements and feedback requests submitted by users.
• Proactively look for ways to improve and promote quality

Benefits

• Canon Medical Informatics offers a dynamic workplace, competitive compensation package, and room for learning and growth in our organization.
• We have a casual dress code, offer flexible work hours and actively foster work-life balance

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level