Field Service Specialist - Medical Devices

About the role

FOR MORE THAN 80 YEARS, Natus has been working in collaboration with clinicians to deliver industry-leading neuro solutions that help providers more easily make sense of the body’s signals. Engineered with input from those who have lived the care experience, our technology simplifies complex processes and improves accuracy and efficiency.

Responsibilities

• Installation & System Deployment
• Manage and execute neurology system installations from small to large scale
• Ensure all installations are completed professionally, meeting company standards, directives, and customer requirements
• Deliver a high-quality installation experience that sets the foundation for long-term customer success
• Service, Maintenance & Troubleshooting
• Perform preventative and routine maintenance on installed equipment
• Respond to field service calls and diagnose issues across: PC systems, network environments, proprietary hardware and software
• Diagnose root causes of product failures and document findings
• Provide actionable feedback to Engineering, Operations, and cross-functional teams to improve products and processes
• Problem Solving & Continuous Improvement
• Communicate proactively with management if response time objectives are at risk
• Customer Relationship & Site Management
• Serve as a primary point of contact for customers during on-site engagements
• Keep customers informed of progress and activities at all times
• Maintain strong communication with internal teams, including management and sales, regarding site developments
• Ensure high levels of customer satisfaction through professionalism and responsiveness
• Training & Knowledge Transfer
• Deliver customer training during installations or scheduled sessions at customer sites or company offices
• Support customer adoption and effective use of systems
• Participate in ongoing technical and professional development training
• Stay current with evolving product knowledge and industry developments
• Documentation & Compliance
• Follow all Quality System procedures that impact product and service quality
• Accurately complete all required documentation, including: Service reports, expense reports, system entries
• Ensure all data entry is completed within company timelines and includes required documentation and signatures
• Customer Engagement
• Build and maintain strong customer relationships
• Act as a brand representative in the field, promoting professionalism and trust

Requirements

• College Diploma or University Degree (or equivalent experience) in a related field such as IT, medicine, or biology
• Minimum of 5 years of field service experience, including: Installations, Training, Troubleshooting, Medical device experience is preferred
• Certifications such as MCP, MCSE, or A+ are an asset
• SQL Server or database administration experience is a plus
• Technical Skills: Microsoft Desktop Operating Systems (Windows 7, Windows 10), Microsoft Server environments, including Active Directory and Group Policy, IT tools for imaging, asset management, and enterprise antivirus systems, Network infrastructure and planning, Familiarity with Citrix Server Core
• Core Competencies: Strong customer service orientation, Analytical thinking and problem-solving skills, Professionalism and accountability, Ability to listen, understand, and respond effectively, Strong interpersonal and communication skills, Ability to work independently and manage priorities, Highly organized with excellent documentation skills, Detail-oriented with methodical work habits, Results-driven team player with strong planning and coordination skills, Committed to continuous learning and knowledge sharing

Qualifications

• Extensive travel required (approximately 75%)
• Valid driver’s license, Clean driving record with no felony convictions and fewer than three moving violations in the past three years

Skills

• Ability to read and interpret safety rules, operating instructions, and procedure manuals
• Ability to write routine reports and correspondence
• Ability to communicate effectively (talk and hear)
• Regular computer and keyboard use
• Ability to lift: up to 10 pounds regularly, up to 25 pounds frequently, up to 50 pounds occasionally

Benefits

• Pay Transparency: Pursuant to the requirements of applicable State laws and regulations, this is an hourly, non-exempt position with a range of $41-$46/hr.
• Compensation and Benefits: Natus offers generous compensation and benefits packages including health benefits, 401k contribution, 7 paid holidays + 2 floating holidays of your choosing, generous paid time off, tuition reimbursement assistance program, eligibility for performance-based bonuses or commissions, where applicable, a monthly vehicle allowance and more.