Technical Support Technician (English speaking) for Newborn Care

Natus•Schaumburg, IL

1d•Remote

About The Position

The English-speaking Technical Support Technician provides customer-facing technical support to customers and distribution partners through phone, email, and web channels. The technician is the primary technical support contact for an assigned market or region, diagnosing and resolving technical issues, managing cases through resolution or escalation, and performing remote installations, configurations, and technical assistance. The role also involves maintaining accurate customer, product, and technical data in Salesforce and other systems. As part of the global Technical Support team in Newborn Care, the technician shares technical expertise and provides cross-coverage for colleagues and customers in other markets. The role contributes to technical knowledge and documentation, root-cause analysis, continuous improvement of AI-supported support tools, and collaboration with Field Service, Workshop, R&D, Sales, and other internal teams. The position is fully remote from Romania, with less than 5% travel.

Requirements

Technical education or a degree in electronics, electrical engineering, mechatronics, medical technology, biomedical engineering, IT/technical systems, or a comparable discipline.
Experience in Technical Support, Field Service, Engineering, or a similar technical environment.
Strong analytical and troubleshooting skills.
Ability to understand technical systems and identify root causes.
Experience working with CRM/service management systems.
Basic SQL knowledge and confidence working with data and digital systems.
Strong written and verbal communication skills.
Fluent English.
Local market language where applicable.

Nice To Haves

Experience in a customer-facing hotline/support environment.
Salesforce experience.
Additional European languages for global support roles.

Responsibilities

Provide technical support via hotline, email, and web.
Act as the primary Technical Support contact for the assigned market or region.
Diagnose and resolve technical issues and manage cases through resolution or escalation.
Perform remote installations, configurations, and technical assistance.
Maintain accurate customer, product, and technical data in Salesforce and other systems.
Support colleagues globally with technical expertise, troubleshooting, and cross-coverage.
Contribute to technical knowledge, documentation, and continuous improvement.
Work closely with Field Service, Workshop, R&D, Sales, and other internal functions.
Identify recurring technical issues and support root-cause analysis.
Contribute to continuous improvement of AI-supported Technical Support tools and solutions.
Maintain professional, polite, and structured customer interactions.