Field Service Technician - Boston MA

Natus Sensory Inc.; Boston, Northern (MA, KY); Hybrid; USD 75,000 - 110,000; Full time

Job summary

Natus Sensory Inc. is seeking a Field Service Territory Specialist to install, service, and support Neurology systems across an assigned territory.

You will work independently and with a project team to perform service, maintenance, and installations while ensuring high-quality performance and customer satisfaction. The role requires strong technical execution, ownership of outcomes, and adherence to company standards.

Qualifications

• Bachelor’s or higher degree from an accredited college or university (preferred).
• 5+ years of field service experience installing, maintaining, and troubleshooting medical devices (preferred).
• Must reside in assigned territory and be able to travel extensively to customer sites.

Responsibilities

• Independently manage territory workload, priorities, and customer commitments.
• Perform onsite service, preventative maintenance, and system upgrades.
• Troubleshoot hardware, software, and network issues; escalate as needed to meet SLAs.
• Deliver basic customer training during installations and service engagements.
• Maintain accurate CRM documentation of project notes and time entries.

Skills

Territory management

Customer-facing communication

Technical troubleshooting

Ownership & accountability

Adaptability

Team collaboration

Problem solving

Time management

Education

Bachelor’s or higher degree

Tools

Windows OS

TCP/IP / DNS / DHCP

Active Directory / Group Policy

Citrix / remote delivery platforms

Job description

Job Title

Field Service Territory Specialist

Department

Commercial (Field Service)

Exempt / Non-Exempt

Non-Exempt

Supervisor’s Job Title

Regional Service Manager

Location

Boston MA

Position Summary

As a Field Service Territory Specialist, you are responsible for installing, maintaining, servicing, and supporting Natus Neurology systems within an assigned territory. You operate both independently and as part of a broader project team to perform service and preventative maintenance, support installations, and deliver customer training.

This role requires strong technical execution, ownership of customer outcomes, and professionalism to ensure high-quality system performance, customer satisfaction, and compliance with company standards.

Key Responsibilities

This list is not exhaustive, and other duties may be assigned.

Territory Service & Installation Execution

• Independently manage assigned territory workload, priorities, and customer commitments
• Balance installation, service, and maintenance activities to meet business and customer needs
• Ensure all work is completed in alignment with company standards, safety requirements, and customer expectations
• Perform onsite service, preventative maintenance, and system upgrades on installed equipment
• Troubleshoot, diagnose, and resolve hardware, software, and network-related issues; elevate as needed to meet service level expectations
• Plan, manage, and execute neurology system installations within assigned territory
• Support large-scale installations in partnership with Site Planners, Installation Specialists, and Managers
• Perform site walkthroughs to validate readiness and compliance with installation requirements
• Deliver basic customer training during installations and scheduled service engagements
• Build strong customer relationships through professionalism, communication, and consistent follow-through
• Diagnose product issues, identify root causes, and provide feedback to Engineering and cross-functional teams

Documentation and Compliance

• Maintain accurate and timely CRM documentation, including project notes, time entries, and required customer records
• 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.
• Use only approved documentation in line with company guidelines

Continuous Learning & Contribution to Culture

• Participate in product and internal training to stay current with software and hardware developments
• Contribute to the team's success by embracing our North Star guiding principles and behaviors, actively participating in a culture that puts our Patient first. Demonstrate exceptional teamwork, agility, accountability, and respect, cultivating an environment where collaboration and continuous improvement thrive.

Qualifications & Experience

Education and/or Experience

• Bachelor’s or Higher degree, from an accredited college or university is preferred, but not required.
• 5+ years of relevant field service experience performing installations, maintenance, and troubleshooting. Medical Device experience preferred.

Key Competencies

• Strong technical troubleshooting and problem-solving skills with high attention to detail
• Excellent written, verbal, and customer-facing communication skills
• Ability to build collaborative relationships across customers, sales, service, and IT stakeholders
• Strong sense of ownership and accountability for territory performance and customer outcomes
• Calm, methodical approach to issue resolution in dynamic environments
• Ability to manage multiple priorities and adapt to changing demands
• Customer-first mindset with professionalism and responsiveness
• Ability to work independently while also contributing to team-based initiatives

Technical Skills and Abilities

• Strong knowledge of Microsoft Windows desktop operating systems.
• Strong knowledge of network infrastructure concepts including TCP/IP, DNS, DHCP, VLANs, firewall considerations, port access, and connectivity for Windows-based devices.
• Strong knowledge of Active Directory, Group Policy, domain-joined device deployment, and Windows security policies.
• Ability to lead technical discussions related to server builds, application hosting, and customer IT infrastructure requirements.
• Working knowledge of remote application delivery platforms such as Citrix and similar virtualization or remote access technologies.
• Familiarity with storage backends, shared storage, and virtualized server environments used to support enterprise applications.

Travel Required

Extensive

Other Requirements

• Must reside in assigned territory, near a major airport
• Must have a valid passport
• Must have valid driver's license and clean driving record
• Ability to meet all Vendor Credentialing requirements for onsite support, including all needed immunizations, verification of past immunizations, TB screening, drug testing, flu shots, etc as defined by the individual healthcare system.

Language & Problem-Solving Skills

• Ability to interpret and apply technical, clinical, and business documentation
• Able to communicate clearly through reports, training sessions, and customer interactions
• Able to solve practical problems in varied and evolving situations

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to:

• Travel to customer sites by air, car, or train
• Standing, walking, and moving within hospital or clinical settings
• Assembling and handling equipment, including occasional lifting of up to 50 pounds
• Bending, stooping, or kneeling during installation activities

Success in Role

• Successfully manage and execute territory workload across service, installation, and maintenance
• Deliver high-quality customer outcomes and maintain strong customer relationships
• Resolve technical issues efficiently while meeting service level expectations
• Maintain accurate and timely documentation in CRM
• Demonstrate continuous growth in technical capability and independent execution