Field Service Technician

Natus•Minneapolis, MN

25d•$41 - $43•Remote

About The Position

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. Be the expert in the field powering critical neurological care 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.

Requirements

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, Troubleshooting
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
Strong customer service orientation
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 and fewer than three moving violations in the past three years
Ability to read and interpret safety rules, operating instructions, and procedure manuals
Ability to write routine reports and correspondence
Ability to communicate effectively with customers and internal teams

Nice To Haves

Medical device experience is preferred
Certifications such as MCP, MCSE, or A+ are an asset
SQL Server or database administration experience is a plus

Responsibilities

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, 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, System entries
Ensure all data entry is completed within company timelines and includes required documentation and signatures
Build and maintain strong customer relationships
Act as a brand representative in the field, promoting professionalism and trust