Field Service Technician - NYC

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.

Location:
Onsite

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 escal-ate 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.

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.

• 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

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