Technical Support - Medical Devices Audiology

Natus Medical Incorporated; Parramatta; On-site; AUD 41,000 - 52,000; Full time

Job summary

Natus Medical Incorporated in Parramatta, NSW, is seeking a Technical Support specialist for Audiology devices. You will provide first-line technical and product support to customers and internal teams, diagnose hardware, software, and connectivity issues, and assist with inspection, servicing and calibration of medical devices.

The role blends remote support with hands-on troubleshooting, requiring clear communication, meticulous documentation, and the ability to explain complex concepts to

Qualifications

• Strong technical aptitude with a genuine interest in troubleshooting technology.
• Good working knowledge of Windows-based environments.
• Ability to explain technical concepts to non-technical users.
• Strong communication, documentation and organization skills.
• 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 OS

Hardware troubleshooting

Remote support

Customer service

Diagnostics

Medical devices knowledge

Job description

Technical Support - Medical Devices Audiology

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.

Key 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

About you

• 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