JOB TITLE: Technical Service Specialist – Brainwatch primarily
DEPARTMENT: Technical Services
EXEMPT (Y/N): N
EMPLOYEE NAME: SHIFT: Sat/Sun 12 hour shifts + 2 x 8 hour weekday shifts
SUPERVISOR’S JOB TITLE: Senior Supervisor - Technical Support
LOCATION: Remote
SUMMARY: Ensure all Natus customer and employee needs are met by providing worldwide technical service support for Natus products. This role includes providing PSG support.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.
- 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.
- 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, 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 Skills and Abilities
- Knowledge of network protocols (UDP, TCP/IP, Ethernet, HTTP)
- Experience with Cloud technology.
- Demonstrated advanced knowledge in EEG/Sleep or EMG/IOM technology and clinical use an asset.
- Demonstrated proficiency in the following:
- Operating Systems: Windows OS; 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 CRM systems (Salesforce, Siebel)
- 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
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.
Certificates, Licenses, Registrations
Recent completion of Network+, A+ and MCSE is an asset
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.
WORK ENVIRONMENT: The work environment is remote.
