Field Service Technician - Boston MA

Natus Neuro•Boston, MA

1d•Onsite

About The Position

As a Field Service Territory Specialist, you are responsible for installing, maintaining, servicing, and supporting Natus Neurology systems within an assigned territory. You operate both independently and as part of a broader project team to perform service and preventative maintenance, support installations, and deliver customer training. This role requires strong technical execution, ownership of customer outcomes, and professionalism to ensure high-quality system performance, customer satisfaction, and compliance with company standards.

Requirements

5+ years of relevant field service experience performing installations, maintenance, and troubleshooting.
Strong technical troubleshooting and problem-solving skills with high attention to detail
Excellent written, verbal, and customer-facing communication skills
Ability to build collaborative relationships across customers, sales, service, and IT stakeholders
Strong sense of ownership and accountability for territory performance and customer outcomes
Calm, methodical approach to issue resolution in dynamic environments
Ability to manage multiple priorities and adapt to changing demands
Customer-first mindset with professionalism and responsiveness
Ability to work independently while also contributing to team-based initiatives
Strong knowledge of Microsoft Windows desktop operating systems.
Strong knowledge of network infrastructure concepts including TCP/IP, DNS, DHCP, VLANs, firewall considerations, port access, and connectivity for Windows-based devices.
Strong knowledge of Active Directory, Group Policy, domain-joined device deployment, and Windows security policies.
Ability to lead technical discussions related to server builds, application hosting, and customer IT infrastructure requirements.
Working knowledge of remote application delivery platforms such as Citrix and similar virtualization or remote access technologies.
Familiarity with storage backends, shared storage, and virtualized server environments used to support enterprise applications.
Must reside in assigned territory, near a major airport
Must have a valid passport
Must have valid driver's license and clean driving record
Ability to meet all Vendor Credentialing requirements for onsite support, including all needed immunizations, verification of past immunizations, TB screening, drug testing, flu shots, etc as defined by the individual healthcare system.
Ability to interpret and apply technical, clinical, and business documentation
Able to communicate clearly through reports, training sessions, and customer interactions
Able to solve practical problems in varied and evolving situations

Nice To Haves

Bachelor’s or Higher degree, from an accredited college or university is preferred, but not required.
Medical Device experience preferred.

Responsibilities

Independently manage assigned territory workload, priorities, and customer commitments
Balance installation, service, and maintenance activities to meet business and customer needs
Ensure all work is completed in alignment with company standards, safety requirements, and customer expectations
Perform onsite service, preventative maintenance, and system upgrades on installed equipment
Troubleshoot, diagnose, and resolve hardware, software, and network-related issues; escalate as needed to meet service level expectations
Plan, manage, and execute neurology system installations within assigned territory
Support large-scale installations in partnership with Site Planners, Installation Specialists, and Managers
Perform site walkthroughs to validate readiness and compliance with installation requirements
Deliver basic customer training during installations and scheduled service engagements
Build strong customer relationships through professionalism, communication, and consistent follow-through
Diagnose product issues, identify root causes, and provide feedback to Engineering and cross-functional teams
Maintain accurate and timely CRM documentation, including project notes, time entries, and required customer records
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.
Use only approved documentation in line with company guidelines
Participate in product and internal training to stay current with software and hardware developments
Contribute to the team's success by embracing our North Star guiding principles and behaviors, actively participating in a culture that puts our Patient first.
Demonstrate exceptional teamwork, agility, accountability, and respect, cultivating an environment where collaboration and continuous improvement thrive.