Field Service Technician 2

Commercial (Sales, Service, Marketing)        ·          New Zealand, Auckland         ·          Full time

Position Description

Field Service Technician 2

Requisition ID: 11544

Global Function: Commercial (Sales, Service, Marketing)

Location: New Zealand, Auckland

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Welcome to Natus Medical Incorporated:

Natus Medical Incorporated offers innovative and trusted solutions to screen, diagnose, and treat disorders affecting the brain, neural pathways, and eight sensory nervous systems to advance the standard of care and improve patient outcomes and quality of life.

“The success of our company depends on our employees.  This is where you come in.”

Summary: 

As a Field Service Technician, you install, maintain, consult, train and service the entire Brain & Neural Pathways product line of Neurodiagnostic Devices and Software. Position requires moderate travel and ability to work independently

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.
• Perform in-house quality assurance and testing of all new systems.
• Plan, manage and perform large on-site Brain & Neural Pathways installations as assigned.
• Ensure all installations are managed in a professional and workmanlike manner in accordance with the Company standards and directives and customer requirements including recording jobs in Salesforce and uploading final Installation Certificates.
• Plan, manage and perform yearly contract preventative/routine maintenance or field dispatch service on installed equipment in a professional and workmanlike manner. Will be required to troubleshoot, diagnose and repair PC, network and proprietary hardware and software issues including managing and issuing service quotations where necessary. Advise management when response time objectives cannot be met. Retains ownership of all problems until resolution.
• Responsible for diagnosing and analyzing causes of product failures, reporting findings and making recommendations for improvement by providing feedback to Engineering, Operations, and other cross functional teams.
• Manage return of customer defective parts including associated paperwork.
• If assigned customer site management, keep management and sales staff aware of all developments at the site. Keep customers fully satisfied by keeping them informed as to your activities when on site and/or working on their behalf on site.
• Manage and issue service contracts including end-of-warranty planning
• Attend technical and general skills development training courses as directed and keep abreast of developments/technical product information. Demonstrate commitment to continuous learning by upgrading knowledge and skills through internal and external learning.
• Accurately complete all data entry activities including expense reports,  and enter into corporate systems as defined by procedures. Ensure all required paperwork and customer signatures are attached. All entry will be done within timelines set by Company.
• Have direct interaction with customers to build relationships, establish communications and promote Natus.
• Performing any other reasonable duty as may be required from time to time to ensure the smooth and efficient running of the business.

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.

Education and/or Experience:

• College Diploma or University Degree or equivalent work experience in related area such as IT or medicine/biology
• 5 years of relevant field service experience performing installations, training, and troubleshooting. Medical Device experience preferred
• Microsoft Certified Professional (MCP), MCSE or A+
• SQL Server administration, Database administration a plus

Other Skills and Abilities:

• Microsoft Desktop Operating Systems (Win7 through to Win11)
• Microsoft Server Operating Systems, active directory, group policies
• IT tools for imaging and asset management, Enterprise Anti-Virus
• Network infrastructure and planning
• Familiarity with Citrix Server and Cloud services including Azure & AWS

Travel Required: Moderate

Other Requirements:

Must hold a valid driver’s license

Come Join natUS!

What you need to do now

If you’re interested in this role, click ‘apply now’ to forward an up-to-date copy of your CV. Alternatively, email your updated CV to:  laarnet.contreras@natus.com

Please click here to apply.