Independent Remote Field Service Technician

FOR MORE THAN 80 YEARS, Natus has been committed to serving the varying needs of clinicians, delivering the highest-quality solutions to raise the standard of care for patients everywhere.

Our comprehensive diagnostic and therapeutic sensory solutions are designed to simplify workflows for sensory specialists, ensuring care teams have the right instrumentation to give patients the right support — and greater peace of mind.

Account Planner — Field Service Technician

Location: Texas - Remote

Scope: North America — proactive account planning and scheduling (60–90+ days), customer coordination, Field Service enablement, billing execution, and Salesforce Field Service Lightning (FSL) data integrity and reporting

Reports to: Regional Field Service Manager – (Area)

Direct reports: 0

Role Summary

The Field Service Technician is a fully independent technician who self-manages service delivery across an assigned territory/customer set. The Field Service Technician consistently executes hands-on service work to SOP and quality expectations, maintains audit-ready documentation and systems hygiene, and delivers a strong customer experience through reliable communication and follow-through.

• Technical service delivery (hands-on)

• Independently perform installations/PM/calibration/verification steps (as applicable) and corrective repairs within authorized scope.
• Prepare and execute service events end-to-end: confirm parts/tools/site readiness ahead of time to minimize repeat visits.
• Maintain trunk stock, tools, and test equipment readiness and compliance (where applicable).
• Escalate only when needed, with structured evidence and clear summary of steps taken.
• Systems + documentation discipline

• Complete service records and required documentation/certificates/forms with strong discipline and timeliness.
• Maintain excellent CRM/service system hygiene (e.g., Salesforce): accurate case/work performed notes, parts/time capture, and customer communication logging.
• Ensure documentation is audit-ready: correct traceability, required fields, attachments, and clean closure packages.
• Customer experience

• Own customer interaction end-to-end: expectation-setting, status updates, and closed-loop follow-up.
• Build early customer trust through professionalism, calm communication under pressure, and reliable commitments.
• Handle standard customer concerns independently and escalate appropriately for complex technical/customer issues.

• A predictable, self-sufficient technician who “runs their own business” day-to-day (schedule, readiness, closures) while staying within SOP/quality guardrails.
• Strong reliability: fewer repeat visits through better preparation + completeness.
• Customers consistently know what’s happening and what comes next.

• Independently handles non-routine troubleshooting patterns and reduces repeat issues through stronger diagnostic discipline.
• Demonstrates “relationship ownership” at key sites: trusted, proactive, and able to navigate stakeholders calmly.
• Starts contributing to business outcomes: identifies opportunities/risks, creates clean handoffs to Sales/Inside Sales, and supports renewals and calibration adoption through technical credibility.

• Medical Plans
• Wellness Program
• Dental & Vision Benefits
• EAP Services
• Legal Services
• 401(k)
• 4 weeks of PTO
• 2 Floating Holidays
• 7 Company Holidays
• HSAs (Employer HSA contribution available,…