Technical Service Specialist

3 weeks ago

Schaumburg, United States Natus Medical Full time

POSITION: Technical Service Specialist

LOCATION: Onsite (Schaumburg, IL)

SUMMARY:

The Technical Service Specialist ensures that all Natus customer and employees' needs are met by providing North America customer and technical service support for all Natus products within their group. A successful candidate will adhere to FDA Quality System regulations and ISO compliance regulations by following work instructions and company procedures as assigned. The Technical Service Specialist will be supporting product development and new product implementation and will also play a key role in providing training to employees and customers.

ESSENTIAL DUTIES AND RESPONSIBILITIES

* Field incoming product support requests from internal and external customers via both telephone and e-mail in a courteous and professional manner.

* Build rapport and elicit problem details from customers.

* Keep a record, monitor, and document all product support and feature requests during the problem-solving process, covering both successful and unsuccessful decisions, as well as the steps taken, until the issue is fully resolved using a CRM system.

* Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.

* Identify and learn proprietary software and hardware (Natus and supported third party products) currently used and supported by the organization.

* Perform remote installation and upgrades on proprietary (either Natus or supported third party) products and software, implement file backups and configure systems and applications.

* Perform post-resolution follow-ups to help fully resolve requests.

* Aid the Education and Training department by developing knowledge base articles for internal and external customers.

* Be able to verbally walk a customer through software navigation for a variety of products.

* Attend product training sessions on and off site.

Travel Required:

Minimal travel required.

Supervisory Responsibilities

None

QUALIFICATION REQUIREMENTS:

Education and/or Experience

* High school diploma or general education degree (GED)

* Proficient in Microsoft Office product use (Word, Excel, PowerPoint, Outlook)

* Experience with medical device industry is preferred.

* Excellent problem solving, organizational, analytical, and written/verbal communications skills are required.

* The employee must be a self-starter who can work independently with minimum supervision.

* The employee must be able to contribute to a team environment.

* Experience providing technical support via telephone is preferred.

* Strong technical knowledge of computers and peripherals including Microsoft Windows 10/11.

* Basic knowledge of networking protocols and configurations.

* Valid driver's license required.

Location:

* Onsite - Flexible Schedule

Physical Requirements

* Ability to lift up to 20lbs.

Other duties

Please note that this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this position. Duties, responsibilities, and activities may change at any given time, with or without notice.

Pay Transparency

Actual compensation offered may vary depending on skill level, experience, and/or education. Natus offers a competitive total rewards package, which includes medical, dental, and vision insurance, 401k employer contributions, PTO, and much more.

Affirmative Action/EEO statement

Natus is an equal employment opportunity employer. The Company's policy is not to discriminate against any applicant or employee based on race, color, sex, sexual orientation, gender identity, religion, national origin, age (40 and over), disability, military status, genetic information, or any other basis protected by applicable federal, state, or local laws. Natus also prohibits harassment of applicants based on any of these protected categories. It is also Natus' policy to comply with all applicable federal, state, and local laws respecting consideration of unemployment status in making hiring decisions.

Natus is committed to recruiting, hiring, and promoting people with disabilities and veterans. Applicants with disabilities may contact Natus via phone to request and arrange for accommodations.

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