Service Engineering M

Professional Services Engineer

Commercial (Field Service)

Sr Director, Service Operations

As a Professional Service Engineer, you are responsible for delivering advanced technical implementation, integration, and support for Natus Neurology systems, with a primary focus on server architecture, infrastructure design, and enterprise-level deployments. You serve as a technical expert throughout the customer lifecycle, partnering with customer IT teams to design, implement, and optimize system architecture to ensure performance, scalability, and reliability for our Neurology Product lines.

This role requires strong technical knowledge, consultative engagement, and cross-functional collaboration to support successful installations, integrations, and escalations.

Technical Implementation & Solution Design

Manage Neurology software implementations in customer-hosted architectures including Server architecture, MSSQL database support, remote application delivery, VDI builds, storage configurations, HL7 integrations & networking/routing.

Ensure solutions align with customer IT standards and Natus system requirements

Engage customers to understand technical requirements and translate into clear implementation plans

Partner with customer teams to ensure infrastructure readiness and secure data flows

Escalation Support & Issue Resolution

Serve as escalation point for complex technical issues, including remote and occasional onsite troubleshooting support

Communicate status, risks, and resolution progress to customers and internal stakeholders

Report product issues to Engineering via JIRA and support follow-up investigations

Maintain accurate CRM documentation, including project notes, time entries, and required customer records

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.

Participate in product and internal training to stay current with software and hardware developments

Bachelor's or Higher degree in a related field, from an accredited college or university is required

5 years of relevant field service experience performing installations, training, and troubleshooting. Medical Device experience preferred

SQL Server database administration, Server Administration, Citrix Virtual Apps, VMWare Horizon, HL7 Interface administration, Isilon or Pure Storage Administration, Cloud Architecting. Strong hardware installation and software configuration skill level, with high attention to detail

Excellent written, verbal, and customer-facing communication skills

Ability to manage multiple priorities and adapt to changing project requirements

Customer-first mindset with a focus on professionalism and accountability

When needed able to support self-directed work style with the ability to operate independently in dynamic environments

Ability to build collaborative relationships across customers, sales, service, and IT stakeholders

Strong 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, including installation dependencies, connectivity, authentication, backup considerations, and basic database support concepts.

Strong knowledge of Active Directory, Group Policy, domain-joined device deployment, and Windows security policies.

Strong knowledge of remote application delivery platforms such as Citrix and similar virtualization or remote access technologies.

Strong knowledge of network infrastructure concepts including TCP/IP, DNS, DHCP, VLANs, firewall considerations, port access, and connectivity for Windows-based devices.

Strong knowledge of storage backends, shared storage, and virtualized server environments used to support enterprise applications.

Strong knowledge of IT tools for security & monitoring.

Strong knowledge of JavaScript & Mirth Interfaces.

Travel Required

Must live in assigned territory, near a major airport

Must have a valid passport

Ability to meet all Vendor Credentialing requirements for onsite support, including all needed immunizations, verification of past immunizations, TB screening, drug testing, flu shots, etc as defined by the individual healthcare system.

Language & Problem-Solving Skills

Able to communicate clearly through reports, training sessions, and customer interactions

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Travel to customer sites by air, car, or train

Assembling and handling equipment, including occasional lifting of up to 50 pounds

Bending, stooping, or kneeling during installation activities

Deliver successful complex system implementations aligned to customer IT environments

Achieve high customer satisfaction in technical deployments and integrations

Resolve escalations effectively and serve as a trusted technical expert

Contribute to improved system performance, scalability, and reliability

#LI-REMOTE

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.

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.

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