Field Service Lead Installation Specialist

JOB TITLE: Field Service Lead Installation Specialist

DEPARTMENT: Field Service

EXEMPT / NON-EXEMPT: Non-Exempt

SUPERVISOR'S JOB TITLE: Installation Team Manager

LOCATION: Field -Various Locations-Baltimore, Boston, Philadelphia, NYC/NJ, Chicago

As a Field Service Lead Installation Specialist, you will lead onsite project teams to deliver against an installation plan for the entire Neurology product line of Neurodiagnostic Devices and Software, as assigned throughout North America. Position requires significant travel and ability to work well within teams.

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.
• Lead larger neurology installations, as assigned by Manager or Site Planner. Follows installation plan provided by Site Planner and customer PM. Assigns onsite duties against the plan to the project team supporting them onsite.
• Ensure all installations are managed in a professional and workmanlike manner in accordance with the Company standards and directives and customer requirements.
• Perform site walkthroughs to confirm readiness and compliance with installation guidelines.
• Responsible for diagnosing and analyzing causes of product failures, reporting findings and making recommendations for improvement by providing feedback to Engineering, Operations and other cross functional teams.
• Perform basic customer training as part of an installation or at a scheduled customer training class at the customer site, as requested.
• Perform onsite service or preventive maintenance on installed equipment in a professional and workmanlike manner. Will be required to troubleshoot, diagnose and repair PCs, networks and proprietary hardware/software issues. Will escalate to manager when response time objectives cannot be met.
• Attend technical and general skills development training courses as directed and keep abreast of developments/technical product information. Demonstrate commitment to continuous learning by upgrading knowledge and skills through internal and external learning.
• Ensure timely completion of all paperwork and required administrative functions including all data entries in Natus' CRM system.
• Regular expense reports managed and submitted to manager for review and approval, as defined by Natus policy.
• Build strong customer relationships through effective communication, professionalism, and ongoing support during the implementation process.
• May be asked to perform other tasks, as required.

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.

Education and/or Experience:

• Bachelor's or Higher degree, from an accredited college or university is required.
• 5 years of relevant field service experience performing installations, training, and troubleshooting. Medical Device experience preferred

Technical Skills and Abilities:

• Ability to lead discussions related to server builds, application hosting, and customer IT infrastructure requirements.
• Strong understanding of Microsoft SQL Server requirements, including installation dependencies, connectivity, authentication, backup considerations, and basic database support concepts.
• Strong knowledge of Microsoft Windows desktop and server operating systems.
• Strong knowledge of Active Directory, Group Policy, domain-joined device deployment, and Windows security policies.
• Strong knowledge of remote application delivery platforms such as Citrix and similar virtualization or remote access technologies.
• Strong knowledge of network infrastructure concepts including TCP/IP, DNS, DHCP, VLANs, firewall considerations, port access, and connectivity for Windows-based devices.
• Working knowledge of storage backends, shared storage, and virtualized server environments used to support enterprise applications.

Behavioral Competencies:

• Strong hardware installation and software configuration skill level, with high attention to detail
• Excellent written, verbal, and customer-facing communication skills
• Calm, methodical approach to problem-solving and issue resolution
• Ability to manage multiple priorities and adapt to changing project requirements
• Customer-first mindset with a focus on professionalism and accountability
• Strong ability to take leadership role for site installation projects, including providing guidance to an assigned installation team.
• When needed able to support self-directed work style with the ability to operate independently in dynamic environments
• Ability to build collaborative relationships across customers, sales, service, and IT stakeholders

Travel Required: Extensive

Other Requirements:

• Must live in assigned territory, near a major airport
• Must have a valid Passport
• Must have valid driver's license and clean driving record showing zero felony convictions and less than three moving violations in the previous three years
• Meet all Vendor Credentialing requirements for onsite support, to include all needed immunizations, verification of past immunizations, TB screening, drug testing, flu shots, etc as defined by the individual healthcare system.

Language Skills:

Ability to read, interpret, and apply technical documentation, clinical materials, product information, and business communications. Ability to prepare clear reports, customer correspondence, training materials, and procedural documentation. Ability to present information effectively and respond to questions from customers, clinicians, managers, and cross-functional internal teams.

Reasoning Ability:

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram or schedule form.

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to:

• Travel to customer sites via airlines, rental cars, and/or train stations
• Sit, stand, walk to move throughout offices and hospitals
• Must be able to speak and hear during training activities.
• Assemble equipment using hands to operate equipment and tools
• Installation activities may require bending, stooping, or kneeling
• The employee must occasionally lift and/or move equipment weighing up to 50 pounds.