Regional Field Service Manager - West

Natus Sensory Inc.; San Jose (CA); On-site; USD 80,000 - 100,000; Full time

Benefits offered by this job

401k contribution

Tuition reimbursement

Generous paid time off

Job summary

Natus Sensory Inc. is seeking a Regional Field Service Manager for the West Territory based in San Diego. This crucial position combines the responsibilities of a senior Field Service Technician with managerial duties—including installations, calibrations, troubleshooting, and customer relationship management.

The ideal candidate will have over 5 years of field service experience in medical devices and a strong technical background. A comprehensive benefits package is available, along with opportunities for professional growth and development.

Qualifications

• 5+ years experience in field service for medical devices.
• Strong troubleshooting skills for analog/digital electronics.
• Proven leadership and coaching abilities.

Responsibilities

• Perform installations, calibration, troubleshooting, and onsite repairs.
• Own the region's service execution and customer relationships.
• Drive service quality and revenue growth.

Skills

Field service experience

Troubleshooting skills

Customer-facing maturity

Leadership behaviors

Commercial instincts

Education

Technical diploma/associate degree in Electronics or related field

Tools

CRM/service systems (e.g., Salesforce)

Windows/PC-based systems

Job description

FOR MORE THAN 80 YEARS, Natus has been committed to serving the varying needs of clinicians, delivering the highest‑quality solutions to raise the standard of care for patients everywhere. Our comprehensive diagnostic and therapeutic sensory solutions simplify workflows for sensory specialists, ensuring care teams have the right instrumentation to give patients the right support and greater peace of mind.

Regional Field Service Manager - West

Location / Homebase: San Diego (must live within reasonable driving distance)

Territory: West Territory

Reports to: Service Director, North America

Direct reports: 3+ regional partner management

Travel: Very frequent and prolonged travel

This is a working manager role: a senior Field Service Technician who also leads the West Territory service business. They are the Service Director's operational and commercial "reflection" in the territory‑owning service quality, customer relationships, and growth outcomes while continuing to perform installations, calibrations, troubleshooting, and onsite repairs.

Accountabilities

• World‑class field service delivery (technical execution)
• Regional leadership (people, planning, standards, escalations)
• Commercial ownership (recurring revenue retention + new revenue growth)

Core Responsibilities

• Perform installations, calibration/verification, troubleshooting, and onsite repairs across the territory.
• Execute preventive maintenance, upgrades, and corrective actions per service SOPs and quality requirements.
• Maintain trunk stock, tools, and test equipment; ensure readiness and compliance.
• Complete service records, calibration certificates/forms, and customer documentation with strong discipline.
• Use CRM/service systems (e.g., Salesforce or equivalent) to log cases, work performed, parts, time, and customer communications.

Regional Leadership

• Own the region's service execution: coverage model, routing discipline, scheduling efficiency, and service readiness.
• Serve as primary escalation owner for complex technical issues and customer escalations; drive structured resolution and closed‑loop communication.
• Establish and uphold regional standards for: service quality and documentation, customer communications and professionalism, tools, trunk stock, and process compliance.
• Recruit, onboard, coach, and develop field talent in the region as headcount scales: interviewing, selection, ramp plans, field accompaniment, skills assessments, ongoing coaching cadence and performance management where required.
• Coordinate with Service Operations on technician scheduling, time off coverage, and territory continuity.
• Own customer relationships—especially key sites—building executive trust with clinical, biomedical, and administrative stakeholders.
• Drive recurring revenue retention and expansion: service contract renewals support (in partnership with Sales/Inside Sales), calibration program adoption and multi‑year calibration conversions, proactive identification of at‑risk accounts and recovery plans.
• Generate and progress growth opportunities by partnering tightly with Regional Sales Managers: joint account planning and site strategy, lead identification from service interactions (needs discovery, quoting triggers), support commercial conversations with technical credibility (scope, timelines, risk).
• Provide regional forecasting inputs (pipeline signals, renewals risk, service demand drivers) and communicate trends to the Service Director.

Continuous Improvement & Quality Partnership

• Identify recurring failure modes and systemic issues; translate field observations into structured feedback for Quality, Product, and Operations.
• Participate in CAPA / complaint processes as needed; ensure regional adherence to quality system procedures.
• Improve regional performance through simple operating mechanisms: dashboards, weekly priorities, and measurable action plans.

Required Qualifications

• 5+ years experience in field service / technical service for medical devices, diagnostics instrumentation, or comparable regulated equipment (installation + calibration + repair).
• Demonstrated capability in bench‑level and field‑level troubleshooting (analog/digital electronics, electromechanical systems).
• Strong comfort with Windows/PC‑based systems; working knowledge of drivers, software installs, logs, and basic networking fundamentals.
• Proven customer‑facing maturity: calm under pressure, clear communicator, strong expectation‑setting.
• Demonstrated leadership behaviors (formal people management or clear "lead tech / team lead" ownership), including coaching and escalation handling.
• Commercial instincts: able to identify opportunities, protect recurring revenue, and partner effectively with Sales.
• Valid driver's license; ability to travel frequently and occasionally on short notice.

Education

Technical diploma/associate degree (Electronics, Biomedical Equipment Technology, Engineering Technology) or equivalent hands‑on experience.

Preferred Qualifications

• Experience with audiology / hearing & balance diagnostics, neonatal/newborn care environments, or sensor‑based diagnostic systems.
• Familiarity with regulated documentation discipline and quality systems (controlled forms, traceability, audit readiness).
• Experience contributing to territory planning, hiring, onboarding, performance reviews, or incentive/compensation input.

Compensation and Benefits

Comprehensive benefit package that starts on your 1st day including medical, dental, vision, 401k contribution, 7 paid holidays + 2 floating holidays of your choosing, generous paid time off plan, tuition reimbursement assistance eligibility after your first year, and more. Paid time off, paid holidays, tuition reimbursement, 401(k).

Join Natus Sensory today. Confidence in every Sense.

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.