Technical Service

Natus Medical Incorporated; Sydney; On-site; AUD 70,000 - 95,000; Full time

Job summary

Natus Sensory Inc. in Sydney is seeking a hands-on Service Technician who blends software support, hardware troubleshooting and practical medical device servicing for audiology and newborn hearing screening equipment.

You will provide first-line technical support to customers and internal teams, diagnose issues, guide customers through troubleshooting steps, and assist with inspection, servicing and calibration of devices, ensuring reliable performance.

Qualifications

• Strong technical aptitude and genuine interest in troubleshooting technology.
• Good working knowledge of Windows-based computer environments.
• Understanding of how software, operating systems, drivers, hardware and connected devices interact.
• Strong logical troubleshooting and problem-solving skills.
• Ability to explain technical concepts to non-technical customers.
• Strong customer-service orientation.
• Ability to manage multiple technical requests and priorities.
• Willingness to learn medical-device servicing, repair and calibration.

Responsibilities

• Provide first-line technical and product support to customers and internal teams via telephone, email and remote-access tools
• Diagnose and resolve hardware, software, application and connectivity issues associated with audiological and newborn hearing screening equipment
• Troubleshoot issues within Microsoft Windows environments, including software installations, drivers, peripherals, device communication and connected systems
• Guide customers through troubleshooting processes in a clear, professional and easy-to-understand manner
• Log, track and manage customer support requests through the relevant service/support system
• Maintain accurate records of customer interactions, troubleshooting activities and resolutions
• Assist with the inspection, servicing and calibration of medical devices and associated equipment
• Perform hands-on troubleshooting and fault diagnosis of equipment when required
• Develop and maintain in-depth knowledge of the Natus Sensory product portfolio, including audiology and newborn hearing screening equipment and associated software
• Identify recurring technical issues and communicate trends to Service and Product teams where appropriate

Skills

Windows

Hardware diagnosis

Software troubleshooting

Customer communication

Multi-tasking

Job description

Job Function:

Service

Job Family:

Technician Services

Job Overview:

• This is a varied technical role combining software support, hardware troubleshooting, remote customer support and hands-on medical device servicing. You will provide first-line technical and product support to customers and internal teams, diagnose and resolve hardware, software, application and connectivity issues associated with audiological and newborn hearing screening equipment, and assist with the inspection, servicing and calibration of medical devices.

Responsibilities:

• Provide first-line technical and product support to customers and internal teams via telephone, email and remote-access tools

• Diagnose and resolve hardware, software, application and connectivity issues associated with audiological and newborn hearing screening equipment

• Troubleshoot issues within Microsoft Windows environments, including software installations, drivers, peripherals, device communication and connected systems

• Guide customers through troubleshooting processes in a clear, professional and easy-to-understand manner

• Log, track and manage customer support requests through the relevant service/support system

• Maintain accurate records of customer interactions, troubleshooting activities and resolutions

• Assist with the inspection, servicing and calibration of medical devices and associated equipment

• Perform hands-on troubleshooting and fault diagnosis of equipment when required

• Develop and maintain in-depth knowledge of the Natus Sensory product portfolio, including audiology and newborn hearing screening equipment and associated software

• Identify recurring technical issues and communicate trends to Service and Product teams where appropriate

Experience Required:

• Strong technical aptitude and a genuine interest in troubleshooting technology

• Good working knowledge of Windows-based computer environments

• Ability to understand how software applications, operating systems, drivers, hardware and connected devices interact

• Strong logical troubleshooting and problem-solving skills

• Comfortable working with both software and physical hardware

• Strong verbal and written communication skills

• Ability to explain technical concepts to non-technical customers

• Strong customer-service orientation

• Ability to manage multiple technical requests and priorities

• Willingness to learn medical-device servicing, repair and calibration