Remote Install Engineer (RIE)

Roles and Responsibilities

• Lead and execute remote installations/upgrades and initial system enablement for CT solutions, with an initial focus on CT Smart Subscriptions and AW Server, ensuring systems are installed, configured, and validated for clinical readiness.
• Provide proficient remote installation and configuration support for AW Server–based applications and associated CT software components; collaborate with Field Engineers (FEs) for any required onsite activities.
• Leverage technical knowledge and installation best practices to guide FEs, CSTs, and customers through remote installation workflows, including pre-install readiness, network validation, software installation, and post-install verification.
• Maintain up-to-date knowledge of AW installation procedures, system architectures, networking requirements, software dependencies, and remote installation tools to serve as a trusted installation specialist.
• Own installation-related escalations, working with customers and internal partners to define and execute corrective actions related to installation readiness, configuration gaps, or deployment blockers.
• Contribute to the continuous improvement of remote installation tools, documentation, and workflows through feedback, idea generation, and participation in improvement initiatives.
• Support cost and efficiency initiatives by reducing onsite installation dependency, minimizing rework, and enabling successful first-time remote installs.
• Act as a change agent for the remote installation strategy, supporting initiatives related to standardization, serviceability improvements, and scalable deployment models for new offerings and product introductions.
• Identify and escalate installation-related quality issues, including configuration errors, missing prerequisites, or recurring installation blockers.
• Limited routine travel required; occasional travel may be needed to support complex installations, pilot programs, or new product introductions.

Required Qualifications

• Minimum of 3 years of field service experience, or current FE II / FE III qualification, or equivalent external experience related to the repair and maintenance of CT systems. Demonstrated ability to resolve complex technical issues with advanced system knowledge.

  One of the following is also required:

  • High School Diploma/GED with 5+ years of experience servicing mechanical and/or electrical equipment, OR
  • Associate’s or Bachelor’s degree in Electrical, Mechanical, or Biomedical Engineering (or related field) with 3+ years of relevant experience, OR
  • Equivalent military education (Associate’s or Bachelor’s level) with 3+ years of experience servicing mechanical and/or electrical equipment.

• Willingness to support limited after-hours work for customers who cannot accommodate downtime during standard business hours.

• Demonstrated ability to extract relevant information during troubleshooting and use it to resolve issues remotely.

• Legal authorization to work in the U.S. is required. Sponsorship is not available now or in the future for this role.

Special Physical Requirements

• The RIE role requires a permanent, stable, secure, and private internet connection due to the sensitive nature of customer support activities.

Desired Characteristics

• Associate’s or Bachelor’s degree in an engineering discipline.
• Strong customer service skills.
• Highly motivated team player with a proactive mindset.
• Prior project or technical leadership experience.
• Networking certification or hands-on networking experience.
• Basic financial analysis capabilities.
• Experience collaborating with internal teams and external customers in a solution-based service environment.
• Ability to remain calm under pressure and effectively guide others through problem-solving.
• Excellent teamwork, verbal, and written communication skills.
• Proven track record of technical problem-solving and maintaining CT equipment, including diagnosing and repairing mechanical, electromechanical, and/or electronic systems.
• Understanding of healthcare imaging, including post-processing for CT, MR, PET, NM, ultrasound (US), X-ray (XR), and interventional modalities, as well as familiarity with DICOM, PACS, and/or advanced networking.
• Experience with CT applications, Linux, web-based applications, and Microsoft Office products.