SUMMARY: Ensure all Natus customer and employee needs are met by providing worldwide technical service support for Natus products.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.
- 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.
- 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
Travel Required: Minimal
QUALIFICATION REQUIREMENTS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education and/or Experience
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.
Language Skills
Ability to read, analyze and interpret general business periodicals, professional journals and technical procedures. Ability to write reports, business correspondence and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers and the general public.
Mathematical Skills
Ability to work with mathematical concepts such as probability and statistical inference and fundamentals of plane and solid geometry and trigonometry. Ability to apply concepts such as fractions, percentages, ratios and proportions to practical situations.
Reasoning Ability
Ability to apply common sense understanding to carry out instructions furnished in written, oral or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.
Certificates, Licenses, Registrations
Recent completion of Network+, A+ and MCSE is an asset
Other Skills and Abilities
1. Knowledge of network protocols (UDP, TCP/IP, Ethernet, HTTP) (should understand how bits and bytes get through a Network)
2. Demonstrated advanced knowledge in EEG/Sleep or EMG/IOM technology and clinical use an asset.
3. Demonstrated proficiency in the following:
- Operating Systems: Windows 10/11; Windows Server
- Software: MS Office; SQL Server
- Hardware: PC Repair and Troubleshooting
- Networking: Troubleshooting; Citrix Server
- Experience in a call center is desired
- Experience with call tracking systems such as Clientele or Seibel is an asset
- Networking and/or database troubleshooting.
- Experience with medical device industry is preferred.
- Clinical experience is an asset (EEG/Sleep/EMG/IOM)
- Excellent problem solving, organizational, analytical and written/verbal communications skills are required.
- A self-starter who can work independently with minimum supervision as well as contribute to a team environment
Demonstrate commitment to continuous learning by upgrading knowledge and skills through internal and external learning to meet job requirements
