Field Service Technician - NYC

Field Service Specialist

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.

As a Field Service Specialist, you will install, maintain, consult, train, and service the entire Neurology product line of Neurodiagnostic Devices and Software at an assigned contracted account. 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. Position requires significant travel and ability to work both independently and within teams.

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.
• Plan, manage and perform small neurology installations at the contracted account, as assigned. Ensure all installations are managed in a professional and workmanlike manner in accordance with the Company standards and directives and customer requirements.
• Support larger neurology installations, as assigned by Manager or Site Planner
• Perform site walkthroughs to confirm readiness and compliance with installation guidelines.
• Perform onsite service or preventive maintenance on installed equipment in a professional and workmanlike manner. Will be required to troubleshoot, diagnose and repair PCs, networks and proprietary hardware/software issues. Will escalate to manager when response time objectives cannot be met.
• Responsible for diagnosing and analyzing causes of product failures, reporting findings and making recommendations for improvement by providing feedback to Engineering, Operations and other cross functional teams.
• Perform basic customer training as part of an installation or at a scheduled customer training class at the customer site, as requested.
• Attend technical and general skills development training courses as directed and keep abreast of developments/technical product information. Demonstrate commitment to continuous learning by upgrading knowledge and skills through internal and external learning.
• Support the Field Service Territory Specialist with service, preventive maintenance, and installation activities within the assigned territory, as directed by 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 all data entries in Natus' CRM system.
• Regular expense reports managed and submitted to manager for review and approval, as defined by Natus policy.
• Build strong customer relationships through effective communication, professionalism, and ongoing support during the implementation process.
• May be asked to perform other tasks, as required.

Qualification requirements: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience

• Bachelor's or Higher degree, from an accredited college or university is required.
• 5 years of relevant field service experience performing installations, training, and troubleshooting. Medical Device experience preferred

Technical Skills and Abilities

• 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.

Behavioral Competencies

• Strong project planning, coordination, and execution skills with high attention to details
• 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

Travel Required: Extensive

Other Requirements

• Must live near the contracted account and within the assigned territory, near a major airport
• Must have a valid Passport
• Must have valid driver's license and clean driving record showing zero felony convictions and less than three moving violations in the previous three years.
• Meet all Vendor Credentialing requirements for onsite support, to include all needed immunizations, verification of past immunizations, TB screening, drug testing, flu shots, etc as defined by the individual healthcare system.

Language Skills

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.

Reasoning Ability

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram or schedule form.

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to:

• Travel to customer sites via airlines, rental cars, and/or train stations
• Sit, stand, walk to move throughout offices and hospitals
• Must be able to speak and hear during training activities.
• Assemble equipment using hands to operate equipment and tools
• Installation activities may require bending, stooping, or kneeling
• The employee must occasionally lift and/or move equipment weighing up to 50 pounds.

Pay Transparency:

Pursuant to the requirements of applicable State laws and regulations, the starting salary range for this position is $85-110K USD. Factors which may affect starting pay within this range may include geography/market, skills, education, experience and other qualifications of the successful candidate.

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 and more.

Be the People part of the Neuro Solution. Apply Today.

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.