Technician Service Specialist

Natus Medical Incorporated; Oakville; On-site; CAD 60,000 - 65,000; Full time

Job summary

Natus Medical Incorporated is seeking a dedicated Technical Service Specialist to provide worldwide service support for our neuro products from our Ontario operations. You will engage directly with customers and field personnel to diagnose and resolve technical issues, and contribute to ongoing quality improvements.

The role involves after-hours on-call rotation, collaboration with Sales, Shipping, Manufacturing, and Finance, and adherence to FDA-regulated service processes.

Qualifications

• Bachelor's degree or equivalent with related experience.
• Network+ / A+ / MCSE is an asset.
• Experience with medical devices and EEG/Sleep/EMG/IOM is an asset.
• Strong written and verbal communication and problem-solving skills.

Responsibilities

• Provide worldwide technical service support for Natus products.
• Interface with customers and field personnel to resolve issues.
• Maintain Salesforce service requests per FDA regulations.
• Provide on-call after-hours support as scheduled.
• Coordinate with Sales, Shipping, Manufacturing, and Finance to ensure delivery.
• Participate in Quality Improvement Teams and improve department efficiency.

Skills

Network protocols (UDP, TCP/IP,Ether/​

EEG/Sleep or EMG/IOM knowledge

Problem solving & communication

Self-starter / independent work

Education

Bachelor's degree (B.Sc.)

Tools

Windows 10/11

Windows Server

MS Office

SQL Server

Networking / Citrix

PC Repair & Troubleshooting

Job description

FOR MORE THAN 80 YEARS,Natus has been working in collaboration with clinicians to deliver industry-leading neuro solutions that help providers more easily make sense of the body’s signals. Engineered with input from those who have lived the care experience, our technology simplifies complex processes and improves accuracy and efficiency. There is a role for everyone who wants to be part of the innovative solutions atNatus Neuro.

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.

• 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

Other duties may be assigned.

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 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

Canada Pay Transparency Clause
This posting is for an existing vacancy. The expected annual base salary for this position is $60,000-65,000K CAD. This role may also be eligible for a company bonus or commission plan, as applicable to the position. Canadian work experience is not required. Automated or artificial intelligence–assisted tools may be used in the screening or assessment of applicants. Candidates who participate in an interview will be advised whether a hiring decision has been made within 45 days of the final interview, in accordance with applicable law.

Canada Pay Transparency Clause
This posting is for an existing vacancy. The expected annual base salary for this position is $60,000-65,000K CAD. This role may also be eligible for a company bonus or commission plan, as applicable to the position. Canadian work experience is not required. Automated or artificial intelligence–assisted tools may be used in the screening or assessment of applicants. Candidates who participate in an interview will be advised whether a hiring decision has been made within 45 days of the final interview, in accordance with applicable law.

Compensation and Benefits: Along with a competitive salary and bonus structure, Natus offers a comprehensive healthcare package that starts on your first day of employment, paid statutory holidays, 3 weeks’ vacation and 7 sick days, RRSP Match, tuition reimbursement program eligibility and more...

Compensation and Benefits: Along with a competitive salary and bonus structure, Natus offers a comprehensive healthcare package that starts on your first day of employment, paid statutory holidays, 3 weeks’ vacation and 7 sick days, RRSP Match, tuition reimbursement program eligibility and more...

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. This posting is for an existing vacancy.

Accessibility: Natus is committed to creating an inclusive environment that accommodates all individuals, including those with disabilities. We support the goals of 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.