[Hiring] Technical Service Specialist @Natus

Role Description

This is a contract position through December 2026. Provides post-sale technical customer service to customers via phone, online chat, or text including:

• Responds to a high volume of varied complexity technical inquiries (e.g., equipment or software installation/activation/troubleshooting, providing technical product specifications & information on compatibility with other products, etc.)
• Providing responses to customer inquiries based on pre-determined scripts and other response guidance tools
• Recommending products or services (e.g., warranties) as part of customer issue resolution

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following:

• 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.
• Provide on demand after hours support as per scheduled work rotation. After hours defined as Saturday 6:30am to Monday 6:30am EST.
• 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.

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.

Requirements

• 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.

Benefits

• Along with a competitive salary and bonus structure, Natus offers a comprehensive healthcare package that starts on your first day of employment.
• Paid statutory holidays.
• 3 weeks’ vacation and 7 sick days.
• RRSP Match.
• Tuition reimbursement program eligibility.
• And more...