Manager, Installation Services

Natus•Chicago, IL

1d•$120,000 - $130,000•Onsite

About The Position

As the Manager of Installation Services, you are responsible for leading a team of Field Service Installation Specialists, Site Planners, and contracted resources to deliver high-quality installation, training coordination, and go-live support for Natus Neurology products. You will assist direct reports in developing toward North Star guiding principles and behaviors that puts the Patient first through teamwork, agility, accountability, respect, collaboration and continuous improvement. This role is accountable for project execution, team performance, and customer satisfaction across North America, including escalated support through Tiger Team engagements. You will collaborate closely with Service, Sales, Clinical Applications, and Technical teams to ensure consistent delivery excellence and optimized customer outcomes.

Requirements

Bachelor’s degree in a related field required
Minimum of 7 years of progressively responsible experience managing field service teams
Direct experience in medical device installation and support strongly preferred
Strong leadership, coaching, and team development skills
Ability to manage multiple projects and competing priorities
Effective communication across technical, clinical, and executive audiences
Strong collaboration and relationship-building skills
Customer-focused mindset with high accountability
Structured problem-solving and decision-making capability
Must reside within North America, 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

Responsibilities

Manage a team of up to 16 direct reports, including conducting regular one-on-ones, performance reviews, and career development planning
Recruit, onboard, and train new hires to ensure readiness and compliance with company standards
Drive a culture aligned to company guiding principles, emphasizing accountability, collaboration, and customer focus
Develop and manage team budgets and identify opportunities to optimize field service costs
Oversee all scheduling of installation and training activities for Installation Team & Regional Service Support for assigned Projects to the Installation Team
Ensure team follows a Project Management based approach to planning capital install projects
Identify operational gaps and implement process improvements to drive efficiency and scalability for product installation & training to ensure all customers are delivered a gold-standard for all Neurology products
Ensure all installation and training cases are accurately documented and closed in CRM in accordance with Good Documentation Practices
Maintain visibility to field calendars, resource utilization, and Tiger Team assignments
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.