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The Forward Deployment Engineer, Reporting Pro helps customers adopt DeepHealth ’s Reporting Pro correctly. The role combines radiology reporting depth, clinical workflow knowledge and customer communication to design how Reporting Pro is configured for each customer, build report templates and structured reporting content with radiologists, coach implementation teams, resolve complex technical issues, and turn recurring field needs into standard product workflows, including AI-assisted report drafting as it is released.
This is an individual contributor role with no direct reports, reporting to the Service Engineering Lead, Enterprise Intelligence, and working closely with the DxS lead Forward Deployment Engineer. It operates within DeepHealth ’s Forward Deployment Engineering (FDE) function, whose purpose is to help customers adopt DeepHealth products correctly. The role sits at the intersection of the Technical Delivery Manager (TDM), Product, Service and Solution Delivery teams to ensure smooth customer adoption. It transitions best practices to the Service and Solution Delivery teams and plans upcoming product changes with them to ensure commercial readiness.
Essential Duties and Responsibilities
Own technical solution design and configuration of Reporting Pro for assigned customers, mapping reporting workflow to configuration (report templates, macros, structured reporting, speech recognition, sign-off and addendum rules, critical results, user roles).
Lead technical discovery with customers and implementation teams, covering reporting workflow, legacy reporting systems, HL7 order and result flows, report distribution to RIS and EHR, network and security requirements.
Build and validate report templates and structured reporting content with radiologists, and plan migration of templates and macros from legacy reporting systems through cutover.
Partner with the assigned implementation counterpart for this workstream to adopt learnings and best practices into customer configuration and implementations; train and coach implementation teams and customer reporting administrators on correct configuration; publish configuration standards, template libraries and deployment playbooks.
Serve as customer-facing technical lead during go-lives, hypercare and escalations, communicating status, options and expectations to clinical and IT stakeholders.
Provide implementation support as the L3 escalation point for Reporting Pro issues in assigned accounts, including report delivery failures, root cause analysis and resolution with engineering (approximately 20–30% of time).
Convert recurring customer needs into standardized workflows and product requirements, distinguishing product gaps from configuration or training issues.
Own escalation of engineering issues for assigned accounts: triage, document reproducible defects, track status with engineering and close the loop with customers.
Support site reliability (SRE) for assigned accounts: monitor service health with observability tools, participate in incident response and drive reliability improvements with engineering.
Own the AI adoption strategy for Reporting Pro: define requirements, expected customer impact and success criteria, and feed them back to Product and Engineering.
Configure, deploy and support customer adoption of AI-enabled reporting workflows (e.g., AI report drafting using priors and clinical data) as they are released, coordinating rollout, site readiness and customer adoption with the Technical Delivery Manager and Product Manager.
Validate releases and hotfixes against representative customer configurations before and after deployment.
PLEASE NOTE: This is not an exhaustive list of all duties, responsibilities and requirements of the position described above. Other functions may be assigned and management retains the right to add or change duties at any time.
Requirements
Minimum Qualifications, Education and Experience
Bachelor’s degree in Computer Science, Biomedical Engineering, Health Informatics, Information Systems or a related field, or an equivalent combination of education and experience (required).
8+ years of overall experience in healthcare IT, medical imaging or clinical systems (required).
5+ years in a customer-facing technical role for radiology reporting systems (e.g., PowerScribe, Fluency or similar), such as reporting system administrator, applications/technical consultant, implementation engineer or L3 engineer (required).
Working knowledge of HL7 v2 (ADT, ORM, ORU), including how orders link to reports and how signed reports, addenda and corrections are distributed to RIS and EHR (required).
Hands-on configuration of report templates, macros, structured reporting and speech recognition, including at least one reporting system go-live or migration (required).
Strong understanding of radiology clinical workflow, including RIS, worklists, reading, dictation, sign-off and critical results communication (required).
Working knowledge of cloud-hosted applications (GCP, AWS or Azure), storage, networking and SSO/authentication (required).
Demonstrated ability to communicate technical decisions to radiologists, IT leaders and executives, including in escalated situations (required).
Imaging informatics or clinical credential such as CIIP, PARCA or ARRT(R) (preferred).
Experience with AI-assisted or LLM-based report generation in radiology, and working knowledge of DICOM and PACS integration (preferred).
Experience in a regulated medical device environment (FDA 21 CFR 820, ISO 13485, IEC 62304).
Microsoft Office experience required.
Quality Standards
Communicates, cooperates, and consistently functions professionally and harmoniously with all levels of supervision, co-workers, visitors, and vendors.
Demonstrates initiative, personal awareness, professionalism and integrity, and exercises confidentiality in all areas of performance.
Follows all local, regional and country laws concerning employment.
Follows all DeepHealth policies and procedures.
Follows data privacy, compliance, safety and confidentiality standards at all times.
Practices universal safety precautions.
Promotes good public relations on the phone and in person.
Adapts and is willing to learn new tasks, methods, and systems.
Reports to work regularly as scheduled; consistently punctual with respect to working hours, meal and rest breaks, and maintains satisfactory personal attendance in accordance with DeepHealth guidelines.
Completes job responsibilities in a quality and timely manner.
Travel
This position requires domestic / international travel up to 25%, primarily for customer discovery, go-lives and escalations.