Technical Support (German speaking) for Otometrics

Natus•Schaumburg, IL

1d•Remote

About The Position

Natus Sensory is hiring a German-speaking Technical Support Technician for Otometrics, based remotely in Romania. The role provides customer-facing technical support by phone, email, and web and serves as the primary technical support contact for customers and distribution partners in an assigned market or region. It involves troubleshooting, owning customer cases through resolution or escalation, performing remote installations and maintenance, and maintaining technical and customer data. As part of the global Technical Support team in Otometrics / Hearing & Balance, the technician also shares technical expertise and provides cross-coverage to colleagues and customers in other markets. The role works with Field Service, Workshop, R&D, Sales, and other internal functions, contributes to technical documentation and continuous improvement, and helps improve AI-supported Technical Support tools and solutions. The position is 100% work-from-home in Romania, with less than 5% travel, and offers full ownership of testing features and functionality in a collaborative international environment. English is the company language.

Requirements

Technical education or 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.
Strong written and verbal communication skills.
Fluent German.
Local market language where applicable.
Enjoys solving technical problems and working directly with customers.
Takes ownership of cases rather than simply forwarding them.
Communicates confidently, professionally, and respectfully with customers.
Works in a structured and data-driven way and can explain complex technical topics clearly.
Collaborates effectively across functions and countries.
Comfortable learning new products and technologies, contributing knowledge to the wider team, and working independently while being a strong team player.
Takes initiative and continually looks for better solutions.

Nice To Haves

Experience in a customer-facing hotline or support environment.
Experience working with CRM or service management systems; Salesforce experience is a plus.
Basic SQL knowledge and confidence working with data and digital systems.
Additional European languages are an advantage 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, managing 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 the continuous improvement of AI-supported Technical Support tools and solutions.
Maintain professional, polite, and structured customer interactions.
Take ownership of testing features and functionality.