Technical Services Specialist
4 weeks ago
**About Natus**:
Natus Medical Incorporated is a leading manufacturer of medical equipment, software, supplies and services for the diagnosis, monitoring, and treatment of impairments and disorders effecting the brain, neural pathways, and eight sensory nervous systems. Our comprehensive product portfolio represents a heritage of innovation and leadership. Natus brands have been setting the standard for patient care for over eighty (80) years. Our products are trusted by medical professionals in university medical centers, hospitals, private practices, clinics and research laboratories around the world.
Natus offers competitive salaries, comprehensive benefit package (medical, dental, vision, paramedical, short-term/long-term disability, etc.) that starts on your 1st day along with statutory holidays, 3 weeks’ vacation, and tuition reimbursement up to $5K annually.
**Job Summary**:
The **Technical Services Specialist** is a crucial team member responsible for ensuring all Natus customer and employee needs are met by providing worldwide technical service support for Natus products.
**In this job, you will**:
- 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
**Qualifications**:
- 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.
- Recent completion of Network+, A+ and MCSE is an asset
- Knowledge of network protocols (UDP, TCP/IP, Ethernet, HTTP) (**should understand how bits and bytes get through a Network)**:
- Demonstrated advanced knowledge in EEG/Sleep or EMG/IOM technology and clinical use an asset.
- Demonstrated proficiency in the following:
- Operating Systems: Windows 7, XP, 2000/2003; Windows Server 2003/2008
- Software: MS Office 2003/2007/2010; SQL Server 2000/2005/2008
- 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.
Natus Medical Incorporated is committed to protecting our employees, customers and communities against COVID-19 and requires all employees to follow our vaccination policy, which currently requires a COVID-19 vaccination for employment.
**Accessibility**:Natus is committed to creating an inclusive environment that accommodates all individuals, including those with disabilities. We support the goals of the _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.
**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.
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