Field Service Technician - NJ

About the role

As a Field Service Specialist at Natus Neuro, you will install, maintain, consult, train, and service the entire Neurology product line of Neurodiagnostic Devices and Software at an assigned contracted account. This position requires working onsite at the contracted account, with periodic rotation to support the Field Service Territory Specialist with territory service activities or assist the installation team on assigned projects. The role involves significant travel and the ability to work both independently and within teams.

Responsibilities

• Stay up-to-date and follow all Quality System procedures related to this job, impacting the quality of products or services provided to customers.
• Plan, manage, and perform small neurology installations at the contracted account, ensuring professional and workmanlike execution in accordance with company standards and customer requirements.
• Support larger neurology installations as assigned by a Manager or Site Planner.
• Perform site walkthroughs to confirm readiness and compliance with installation guidelines.
• Perform onsite service or preventive maintenance on installed equipment, troubleshooting, diagnosing, and repairing PCs, networks, and proprietary hardware/software issues. Escalate to manager when response time objectives cannot be met.
• Diagnose and analyze causes of product failures, report findings, and make recommendations for improvement to Engineering, Operations, and other cross-functional teams.
• Provide basic customer training as part of installations or scheduled training classes at customer sites.
• Attend technical and general skills development training courses, staying abreast of technical product information and demonstrating commitment to continuous learning.
• Support the Field Service Territory Specialist with service, preventive maintenance, and installation activities within the assigned territory as directed by a Manager.
• Accept and complete service calls or installation tasks passed by the Regional Service Manager or Territory Specialist, retaining ownership of assigned cases through resolution.
• Ensure timely completion of all paperwork and required administrative functions, including data entries in Natus’ CRM system.
• Manage and submit regular expense reports for review and approval as defined by Natus policy.
• Build strong customer relationships through effective communication, professionalism, and ongoing support during the implementation process.
• Perform other tasks as required.

Requirements

• Bachelor’s or higher degree from an accredited college or university.
• 5 years of relevant field service experience performing installations, training, and troubleshooting. Medical device experience preferred.
• Must live near the contracted account and within the assigned territory, near a major airport.
• Must have a valid Passport and a valid driver’s license with a clean driving record (zero felony convictions and fewer than three moving violations in the previous three years).
• Meet all Vendor Credentialing requirements for onsite support, including immunizations, TB screening, drug testing, and flu shots as defined by the individual healthcare system.

Skills

• Ability to lead technical planning discussions related to server builds, application hosting, and customer IT infrastructure requirements.
• Understanding of Microsoft SQL Server requirements, including installation dependencies, connectivity, authentication, backup considerations, and basic database support concepts.
• Strong knowledge of Microsoft Windows desktop and server operating systems.
• Working knowledge of Active Directory, Group Policy, domain-joined device deployment, and Windows security policies.
• Working knowledge of remote application delivery platforms such as Citrix and similar virtualization or remote access technologies.
• Working knowledge of network infrastructure concepts including TCP/IP, DNS, DHCP, VLANs, firewall considerations, port access, and connectivity for Windows-based devices.
• Familiarity with storage backends, shared storage, and virtualized server environments used to support enterprise applications.
• Strong project planning, coordination, and execution skills with high attention to detail.
• Excellent written, verbal, and customer-facing communication skills.
• Ability to build collaborative relationships across customers, sales, service, and IT stakeholders.
• Calm, methodical approach to problem-solving and issue resolution.
• Ability to manage multiple priorities and adapt to changing project requirements.
• Customer-first mindset with a focus on professionalism and accountability.
• Self-directed work style with the ability to operate independently in dynamic environments.
• Strong ability to take direction for assigned rotational support tasks from Site Planner, Manager, Installation Lead, or Field Service Territory Specialist.
• Ability to read, interpret, and apply technical documentation, clinical materials, product information, and business communications.
• Ability to prepare clear reports, customer correspondence, training materials, and procedural documentation.
• Ability to present information effectively and respond to questions from customers, clinicians, managers, and cross-functional internal teams.
• Ability to solve practical problems and deal with concrete variables in situations with limited standardization.
• Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Physical Demands

• Regular travel to customer sites via airlines, rental cars, and/or train stations.
• Ability to sit, stand, and walk throughout offices and hospitals.
• Must be able to speak and hear during training activities.
• Ability to assemble equipment using hands to operate tools and equipment.
• Installation activities may require bending, stooping, or kneeling.
• Occasionally lift and/or move equipment weighing up to 50 pounds.

Pay

The starting salary range for this position is $XXX-XXX USD. Factors affecting starting pay within this range may include geography/market, skills, education, experience, and other qualifications of the successful candidate.

Benefits

• 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.