Implementation Technician — NicView

USA - Remote (Sensory), 50 Commerce Drive, Suite 180, Schaumburg, Illinois, United States of America

Posted Monday, July 27, 2026 at 4:00 AM | Expires Thursday, October 1, 2026 at 3:59 AM

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.

Newborn Care (NBC) - North America

Remote within North America (U.S. & Canada), home-based near a major airport

Customer Success Manager, Newborn Care (Ashley Camp)

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Nic View installations, on-site training, and remediation across the NA install base

Frequent - up to 70-80% during install periods, with occasional extended stays

The Implementation Technician installs, stabilises , and trains customers on Nic View across North America. This is a hands-on, on-site role reporting to the NBC Customer Success Manager. The person in this seat is the field extension of the Customer Success function - the person who shows up at the hospital, gets Nic View installed correctly, walks the clinical and biomed teams through it, and leaves the site working.

The role blends three simple things:

• Field installation - physical install, configuration, validation, and go-live on customer sites.
• Hospital IT competence - enough networking knowledge to work with hospital IT teams and get Nic View connected reliably.
• Customer training and follow-through - showing clinical and biomed staff how to use it, documenting the install cleanly, and closing the loop with the Customer Success Manager.

Complete Nic View installations on customer sites: site readiness checks, physical installation, configuration, validation, and go-live.

Coordinate install logistics with the Customer Success Manager and hospital contacts - scheduling, parts, pre-configuration, and readiness.

Confirm customer acceptance at handover: performance verified, connectivity confirmed, documentation complete, clinical team briefed.

2) Hospital IT and network setup

Work with hospital IT and biomed teams to get Nic View cameras and streaming pathways connected reliably.

Handle the practical networking work: wired vs Wi-Fi setup, IP configuration (DHCP/DNS), VLAN and firewall /port coordination, and basic connectivity troubleshooting.

Escalate what needs escalating - to Evan Colwell (Product Support Specialist - IT), NBC Technical Support, or Engineering - instead of guessing.

3) Customer training and on-site support

Train NICU nurses, biomed, and IT contacts on Nic View use, basic troubleshooting, and how to raise a case.

Provide on-site support during the first days after go-live to build confidence and smooth adoption.

Communicate clearly and honestly with the customer throughout - no surprises, no silence.

4) Remediation and site visits

Handle Nic View issues that need a person on site - connectivity problems, hardware faults, streaming issues that can't be closed remotely.

Follow the diagnostic before defaulting to a swap-out - reduce unnecessary replacements and disruption.

Complete scheduled site checks and preventive visits at the direction of the Customer Success Manager.

5) Documentation and case discipline

Document every install, visit, incident, and corrective action in Salesforce Service Cloud to a clean, auditable standard.

Keep site records up to date - as-built configuration, hospital IT contacts, and known site quirks - so the next visit starts informed.

Flag recurring issues and site friction back to the Customer Success Manager for follow-up with Product, Engineering, or Quality.

2-4 years in field service, installation, IT deployment, or technical support for network-connected equipment (medical devices or hospital environments a plus but not required ).

Working knowledge of hospital or business networking: IP addressing, DHCP/DNS, VLANs, firewall /ports,…