Field Service Specialist - Medical Devices

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.

DEPARTMENT:
Field Service

EXEMPT (Y/N): N

SHIFT:
Day

SUPERVISOR:
Regional Service Manager

LOCATION:

St. Louis, MO

As a Field Service Specialist, you will play a key role in delivering, supporting, and optimizing advanced Neurodiagnostic Devices and Software. You’ll be the trusted expert customers rely on to install, maintain, troubleshoot, and train on complex systems that directly support patient care.

This is a highly independent, hands‑on role suited for someone who enjoys solving problems, working directly with customers, and taking ownership in the field.

This position requires significant travel (approximately 75%) and the ability to work independently.

• Plan, 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

• 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
• Troubleshoot, repair, and resolve issues while maintaining ownership until completion
• Communicate proactively with management if response time objectives are at risk

• Diagnose root causes of product failures and document findings
• Provide actionable feedback to Engineering, Operations, and cross‑functional teams to improve products and processes

• 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

• 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

• 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

• Build and maintain strong customer relationships
• Act as a brand representative in the field, promoting professionalism and trust

• 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

• 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

• Strong customer service orientation
• Analytical thinking and problem‑solving skills
• Professionalism and accountability
• Ability to listen, understand, and respond effectively
• Strong interpersonal and…