Technical Service

Natus•Schaumburg, IL

16h•Onsite

About The Position

Natus Medical Inc. is seeking a skilled technical service professional to provide post-sale technical customer service to customers via phone, online chat, or text. This role is based in a call center environment and is not compensated based on achievement of sales targets.

Requirements

5-8 years of experience in a technical service role, with extensive experience and deep expertise in a specific function or area of specialty
Strong influencing and persuasive skills, with the ability to gain buy-in for complex recommendations
Ability to work cross-functionally and lead technical aspects of complex projects
Effective communication skills, with the ability to communicate technical concepts to non-specialist stakeholders
Ability to manage own workload and support team planning efforts to ensure deadlines and goals are met
Experience planning, allocating, and managing resources for large-scale projects and developing specifications based on broad input
Strong teamwork, agility, accountability, and respect, with a focus on cultivating an environment where collaboration and continuous improvement thrive

Responsibilities

Respond to a high volume of varied complexity technical inquiries, including equipment or software installation/activation/troubleshooting and providing technical product specifications and information on compatibility with other products
Provide responses to customer inquiries based on pre-determined scripts and other response guidance tools
Recommend products or services, such as warranties, as part of customer issue resolution
Work cross-functionally to resolve complex challenges and develop strategic, long-term solutions
Translate technical concepts and their implications for non-technical audiences and constructively address feedback or objections