Field Service Specialist

Natus Medical Incorporated Charlotte , NC 28201

Posted 3 weeks ago

SUMMARY: As a Field Service Specialist, you install, maintain, consult, train and service the entire Neurology product line of Neurodiagnostic Devices and Software. Position requires significant travel and ability to work independently.

ESSENTIAL DUTIES AND RESPONSIBILITIES 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 to large neurology installations as assigned.Ensure all installations are managed in a professional and workmanlike manner in accordance with the Company standards and directives and customer requirements.

Perform preventative/routine maintenance or field dispatch service on installed equipment in a professional and workmanlike manner. Will be required to troubleshoot, diagnose and repair PC, network and proprietary hardware and software issues.Advise management when response time objectives cannot be met.Retains ownership of all problems until resolution.

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.

If assigned customer site management, keep management and sales staff aware of all developments at the site.Keep customers fully satisfied by keeping them informed as to your activities when on site and/or working on their behalf on site.

Perform customer training as part of an installation or at a scheduled customer training class at the customer site or at Natus offices 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.

Accurately complete all data entry activities including expense reports, and enter into corporate systems as defined by procedures.Ensure all required paperwork and customer signatures are attached.All entry will be done within timelines set by Company.

Have direct interaction with customers to build relationships, establish communications and promote Natus.

QUALIFICATION REQUIREMENTS: 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.

Education and/or Experience

College Diploma or University Degree or equivalent work experience in related area such as IT or medicine/biology

  • 5 years of relevant field service experience performing installations, training, and troubleshooting.Medical Device experience preferred

  • Microsoft Certified Professional (MCP), MCSE or A+

  • SQL Server administration, Database administration a plus

Other Skills and Abilities

  • Microsoft Desktop Operating Systems (Win XP, Win7)

  • Microsoft Server Operating Systems, active directory, group policies

  • IT tools for imaging and asset management, Enterprise Anti-Virus

  • Network infrastructure and planning

  • Familiarity with Citrix Server

Behavioral Competencies

  • Excellent customer service skills

  • Information seeking

  • Listening, understanding and responding.Ability to deliver required results with high levels of customer satisfaction, both internal and external.

  • Analytical thinking

  • Professionalism

  • Knowledge Transfer

  • Strong interpersonal and communication skills

  • Confident, responsible, dependable, punctual, realistic positive, flexible, efficient

  • Able to work independently

  • High results-oriented team player

  • Achievement Orientation

  • Superb project planning, coordination, leadership skills

  • Excellent all-round customer focus

  • Patient, methodical, neat and clean work habits

  • Excellent documentation and organizational skills

Travel Required: Extensive

Other Requirements

Must hold a valid driver's license and have a driving record showing zero felony convictions and less than three moving violations in the previous three years.

Language Skills

Ability to read and interpret documents such as safety rules, operating and maintenance instructions and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of the organization.

Mathematical Skills

Ability to add, subtract, multiply and divide in all units of measure, using whole numbers common fractions and decimals. Ability to compute rate, ratio and percent and to draw and interpret bar graphs.

Reasoning Ability

Ability to apply common sense understanding to carry out detailed but involved written or oral instructions. Ability to deal with problems involving a few concrete variables in standardized situations.

PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


Natus offers competitive salaries, comprehensive benefit package that starts on your 1st day, 401k match, an employee stock purchase plan, 9 paid holidays, generous paid time off plan (4 weeks to start) and tuition reimbursement up to $5,000 annually.

EEO Statement:

Natus Medical is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, veteran status, disability, sexual orientation, gender identity, or any other protected status.

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Field Service Specialist

Natus Medical Incorporated