Field Service Installation Specialist

JOB TITLE: Field Service Installation Specialist

DEPARTMENT: Commercial (Field Service)

EXEMPT / NON-EXEMPT: Non-Exempt
SUPERVISOR'S JOB TITLE: Manager, Installation Services

LOCATION: Various Locations Dallas, Newark NJ, Manchester NH, Tampa, Indianapolis, San Francisco CA, Philadelphia PA

Position Summary

As a Field Service Installation Specialist, you are responsible for supporting the installation, configuration, and service of Natus Neurology systems across customer sites. You work as part of a broader project team to execute installation activities, perform basic training, and ensure systems are deployed in accordance with company standards and customer requirements.

This role requires strong technical execution, teamwork, and customer-facing professionalism to support successful project delivery and ongoing system performance.

Key Responsibilities

This list is not exhaustive, and other duties may be assigned.

Installation Execution & Support

• Support neurology system installations as assigned by Site Planners, or Managers
• Execute installation activities in accordance with company standards and customer expectations
• Follow direction and contribute to team-based project delivery as directed by Installation Leads, Site Planners, or Managers
• Deliver basic customer training during installations or scheduled sessions
• Build strong customer relationships through professionalism, communication, and ongoing support
• Perform site walkthroughs to validate readiness and compliance with installation requirements
• Diagnose and analyze product issues encountered during installation projects, escalating as needed to meet service level expectations
• Provide feedback to Engineering and cross-functional teams on product performance and improvement opportunities

Documentation and Compliance

• Maintain accurate and timely CRM documentation, including project notes, time entries, and required customer records
• 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.
• Use only approved documentation in line with company guidelines

Continuous Learning & Contribution to Culture

• Participate in product and internal training to stay current with software and hardware developments
• Contribute to the team's success by embracing our North Star guiding principles and behaviors, actively participating in a culture that puts our Patient first. Demonstrate exceptional teamwork, agility, accountability, and respect, cultivating an environment where collaboration and continuous improvement thrive.

Qualifications & Experience

Education and/or Experience

• Bachelor's or Higher degree, from an accredited college or university is preferable but not essential
• 1 year of relevant experience performing installations, training, and troubleshooting. Medical Device experience preferred.

Key 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 direction for assigned onsite installation or service tasks from Site Planner, Manager, or onsite Installation Lead.
• 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

Technical Skills and Abilities

• Ability to lead discussions related to server builds, application hosting, and customer IT infrastructure requirements.
• Strong knowledge of Microsoft Windows desktop and server operating systems.
• Working knowledge of Active Directory, Group Policy, domain-joined device deployment, and Windows security policies.
• Working knowledge of network infrastructure concepts including TCP/IP, DNS, DHCP, VLANs, firewall considerations, port access, and connectivity for Windows-based devices.
• Familiarity with storage backends, shared storage, and virtualized server environments used to support enterprise applications.

Travel Required: Extensive

Other Requirements

• Must reside in assigned territory, near a major airport
• Must have a valid passport
• Must have valid driver's license and clean driving record
• Ability to meet all Vendor Credentialing requirements for onsite support, including all needed immunizations, verification of past immunizations, TB screening, drug testing, flu shots, etc as defined by the individual healthcare system.

Language & Problem-Solving Skills

• Ability to interpret and apply technical, clinical, and business documentation
• Able to communicate clearly through reports, training sessions, and customer interactions
• Able to solve practical problems in varied and evolving situations

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 by air, car, or train
• Standing, walking, and moving within hospital or clinical settings
• Assembling and handling equipment, including occasional lifting of up to 50 pounds
• Bending, stooping, or kneeling during installation activities

Success in Role

• Successfully complete assigned installation tasks on time and to quality standards
• Support smooth and efficient customer implementations
• Deliver professional and effective customer interactions
• Maintain accurate and timely documentation in CRM
• Demonstrate continuous skill development and increasing technical proficiency