Field Service Technician

DEPARTMENT:
Field Service

EXEMPT (Y/N): N

SHIFT:
Day

SUPERVISOR:
Regional Service Manager

LOCATION:

St. Louis, MO, Kansas

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, and 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, and system entries.
• Ensure all data entry is completed within company timelines and includes required documentation and signatures.
• Build and maintain strong customer relationships and 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, and 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

• Analytical thinking and problem‑solving skills
• Professionalism and accountability
• Ability to listen, understand, and respond effectively
• Strong interpersonal and communication skills
• Ability to work independently and manage priorities
• Highly organized with excellent documentation skills
• Detail‑oriented with methodical work habits
• Results‑driven team player with strong planning and coordination skills
• Committed to continuous learning and knowledge sharing

Extensive travel required (approximately 75%).

• Valid driver’s license.
• Clean driving record with no felony convictions…