TECHNICAL SERVICE SPECIALIST

Natus Medical Incorporated is recognized by healthcare providers globally as the source for solutions to screen, diagnose and treat disorders of the brain, neural pathways and sensory nervous system. Our vision is to deliver innovative and trusted solutions to advance the standard of care and improve patient outcomes and quality of life. Natus products are used in hospitals, clinics and laboratories worldwide.

Natus is looking for a passionate Technical Services Specialist to join our team. This person is a crucial team member, responsible for ensuring all Natus customer and employee needs are met by providing worldwide technical service support for Natus products.

What you’ll get to do:

• Provide technical service support of all supported products. Interface directly with the customer and field personnel to address and resolve technical issues.
• Provide on-call after hours support as per scheduled work rotation. After hours defined as evenings and weekends.
• Maintain Service Request (Salesforce) database, documenting all interactions with customers according to FDA regulations. Create and maintain information in approved databases as defined by department procedures.
• Interface with Sales and Field Organization (Domestic), Shipping, Manufacturing, Inventory Control, and Finance to coordinate and ensure delivery of product.
• Participate on Quality Improvement Teams as assigned.
• Identify problems and provide recommendations to improve the overall efficiency of department systems.
• Helps others through transferring product knowledge, and with work related issues

Minimum qualifications:

• • Bachelor's degree (B.Sc.) from four-year college or university; or two to four years related experience and/or training; or equivalent combination of education and experience.
  • Knowledge of network protocols (UDP, TCP/IP, Ethernet, HTTP) (should understand how bits and bytes get through a Network)
  • Excellent problem solving, organizational, analytical and written/verbal communications skills are required.
  • Demonstrated proficiency in the following:
    • Operating Systems: Windows 7, XP, 2000/2003; Windows Server 2003/2008

    • Software: MS Office 2003/2007/2010; SQL Server 2000/2005/2008

    • Hardware: PC Repair and Troubleshooting

    • Networking: Troubleshooting; Citrix Server

Preferred Skills:

• Recent completion of Network+, A+ and MCSE
• Demonstrated advanced knowledge in EEG/Sleep or EMG/IOM technology and clinical use
• Experience working in a call center
• Experience with medical device industry
• Experience with call tracking systems such as Clientele or Salesforce

Compensation and Benefits: Natus offers competitive salaries, comprehensive benefit package (medical, dental, vision, paramedical, short-term/long-term disability, etc.) that starts on your 1st day along with statutory holidays, 3 weeks’ vacation, and tuition reimbursement up to $5K annually.

Natus Medical Incorporated is committed to protecting our employees, customers and communities against COVID-19 and requires all employees to follow our vaccination policy, which currently requires a COVID-19 vaccination for employment.

Accessibility: Natus is committed to creating an inclusive environment that accommodates all individuals, including those with disabilities. We support the goals of the Accessibility for Ontarians with Disabilities Acts (AODA) and have established policies, procedures and practices which adhere to the accessibility standards set out in the AODA. Should you require any accommodation throughout the recruitment process please do not hesitate to contact our Human Resources Department.

EEO Statement:

Natus Medical is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, veteran status, disability, sexual orientation, gender identity, or any other protected status.