Technical Service Specialist

Natus Neuro Technician Services

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. There is a role for everyone who wants to be part of the innovative solutions at Natus Neuro.

Job Function: Service

Job Family: Technician Services

Location: Remote Canada

Contract Role: 6 Months

Job Overview:

• This is a contract position through December 2026. Provides post-sale technical customer service to customers via phone, online chat, or text including.
• Responds to a high volume of varied complexity technical inquiries (e.g., equipment or software installation/activation/troubleshooting, providing technical product specifications & information on compatibility with other products, etc.)
• Providing responses to customer inquiries based on pre-determined scripts and other response guidance tools
• Recommending products or services (e.g., warranties) as part of customer issue resolution

Essential Duties And Responsibilities Include The Following. Other Duties May Be Assigned.

• Stay up-to-date and follow all Quality System procedures related to this job, which can affect the quality of products or services provided to our customers.
• Provide technical service support of all supported products. Interface directly with the customer and field personnel to address and resolve technical issues.
• Provide on demand after hours support as per scheduled work rotation. After hours defined as Saturday 6:30am to Monday 6:30am EST.
• Maintain Service Request (Salesforce) database, documenting all interactions with customers according to FDA regulations. Create and maintain information in approved databases as defined by department procedures.
• Interface with Sales and Field Organization, Shipping, Manufacturing, Inventory Control, and Finance to coordinate and ensure delivery of product.
• Participate on Quality Improvement Teams as assigned.
• Identify problems and provide recommendations to improve the overall efficiency of department systems.
• Helps others through transferring product knowledge, and with work related issues

Travel Required: Minimal

Education and/or Experience

Bachelor's degree (B.Sc.) from four-year college or university; or two to four years related experience and/or training; or equivalent combination of education and experience.

Certificates, Licenses, Registrations

Recent completion of Network+, A+ and MCSE is an asset

Other Skills And Abilities

• Knowledge of network protocols (UDP, TCP/IP, Ethernet,
• Experience with Cloud technology.
• Demonstrated advanced knowledge in EEG/Sleep or EMG/IOM technology and clinical use an asset.
• Demonstrated proficiency in the following:
• Operating Systems: Windows OS; Windows Server
• Software: MS Office; SQL Server
• Hardware: PC repair and troubleshooting
• Networking: Troubleshooting; Citrix Server
• Experience in a call center is desired
• Experience with CRM systems (Salesforce, Siebel)
• Networking and/or database troubleshooting.
• Experience with medical device industry is preferred.
• Clinical experience is an asset (EEG/Sleep/EMG/IOM)
• Excellent problem solving, organizational, analytical and written/verbal communications skills are required.
• A self-starter who can work independently with minimum supervision as well as contribute to a team environment.
• Demonstrate commitment to continuous learning by upgrading knowledge and skills through internal and external learning to meet job requirements

Compensation and Benefits: Along with a competitive salary and bonus structure, Natus offers a comprehensive healthcare package that starts on your first day of employment, paid statutory holidays, 3 weeks' vacation and 7 sick days, RRSP Match, tuition reimbursement program eligibility and more...

EEO Statement: Natus Medical is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, veteran status, disability, sexual orientation, gender identity, or any other protected status.

Accessibility: Natus is committed to creating an inclusive environment that accommodates all individuals, including those with disabilities. We support the goals of the Accessibility for Ontarians with Disabilities Acts (AODA) and have established policies, procedures and practices which adhere to the accessibility standards set out in the AODA. Should you require any accommodation throughout the recruitment process please do not hesitate to contact our Human Resources Department.