Clinical Applications Support Engineer

POSITION OVERVIEW

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!

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

QUALIFICATIONS & OTHER 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. Preferred Experience using Vitrea or competing 3D post processing clinical application in the field

JOB COMPETENCIES

Adaptability/Flexibility

• Adapts to change, is open to new ideas, takes on new responsibilities, handles pressure, adjusts plans to meet changing needs. Customer Focus
• Builds customer confidence, is committed to increasing customer satisfaction, sets achievable customer expectations, assumes responsibility for solving customer problems, ensures commitments to customers are met, solicits opinions and ideas from customers, responds to internal customers. Dependability
• Meets commitments, works independently, accepts accountability, handles change, sets personal standards, stays focused under pressure, meets attendance/punctuality requirements. Problem Solving
• Breaks down problems into smaller components, understands underlying issues, can simplify and process complex issues, understands the difference between critical details and unimportant facts.

COMPENSATION

$68,460

• $102,690, dependent on experience In alignment with applicable pay transparency legislation, we disclose the full salary range for this position.

Our compensation philosophy is designed to ensure fair and equitable pay practices that are both market‑competitive and internally consistent. Salary ranges are established using external market data and are intended to reflect the full scope of experience, skills, and proficiency levels associated with the role. As part of our standard hiring practice, we aim extend offers at or near the midpoint of the range for candidates who are fully qualified and demonstrate the knowledge, skills, and experience required to perform the role independently and effectively. Final compensation decisions may vary based on individual qualifications, experience, and other job‑related factors, while remaining within the established range.

COMPANY OVERVIEW

At Canon Medical Informatics (formerly Vital Images, Inc.), what we do matters. This is at the heart of every product we develop, every service we provide, and especially each member of our team. As part of Canon Medical Systems Corporation, we lead the industry with the latest health imaging informatics solutions. Our products handle millions of medical images and health records a day across the world. Canon Medical Informatics experiences the best of both worlds with a dynamic and collaborative environment, casual culture, and agility of a mid-sized company, while having the support and resources of Canon Medical Systems Corporate, our parent company. Our offices are based in Minnetonka, Minnesota; Waterloo, Ontario; Copenhagen, Denmark; The Netherlands; and Beijing, China. We value our team's innovation, enthusiasm, and dedication to help improve the lives of patients. Do you want to be part of a passionate team that believes what we do matters? Then a career with Canon Medical Informatics might be right for you!

COMPANY VALUES

Unity, Courage, Tenacity, Teamwork, and Excellence

WHAT WE OFFER YOU

Canon Medical Informatics offers a dynamic workplace, competitive compensation package, and room for learning and growth in our organization. This is an environment in which things move quickly and you'll have the opportunity to wear many hats. We have a casual dress code, offer flexible work hours and actively foster work-life balance, because anything else simply isn't sustainable. Our Minnetonka, MN office is located about 12 miles southwest of downtown Minneapolis. Our office is near several walking paths and restaurants that are a quick drive away. Our team loves what we do and has fun doing it together. We look forward to receiving an application from you. Canon Medical Informatics is an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, color, religion, national origin, gender, gender identity, sexual orientation, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.