Implementation Technician

🔥 1 hour ago

🌽 Illinois – Remote

🌽 Illinois – Remote

⏰ Full Time

🟢 Junior

🟡 Mid-level

✨ Technician

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Natus Sensory

WebsiteLinkedInAll Job Openings

501 - 1000 employees

🏥 Healthcare

🔧 Hardware

🤝 B2B

Healthcare • Hardware • B2B

Natus Sensory is a division/brand of Natus Medical that develops and supplies sensory and auditory diagnostic equipment for clinical settings. They focus on products used for newborn hearing screening, auditory diagnostics (e. g. , otoacoustic emissions, auditory brainstem response), and related sensory/neurodiagnostic monitoring systems used by hospitals, audiology clinics, and neonatal units. Their customers are primarily healthcare providers and institutions.

📋 Description

• Complete NicView installations on customer sites: site readiness checks, physical installation, configuration, validation, and go-live. • Coordinate install logistics with the Customer Success Manager and hospital contacts — scheduling, parts, pre-configuration, and readiness. • Confirm customer acceptance at handover: performance verified, connectivity confirmed, documentation complete, clinical team briefed. • Work with hospital IT and biomed teams to get NicView cameras and streaming pathways connected reliably. • Handle the practical networking work: wired vs Wi-Fi setup, IP configuration (DHCP/DNS), VLAN and firewall/port coordination, and basic connectivity troubleshooting. • Escalate what needs escalating — to Evan Colwell (Product Support Specialist – IT), NBC Technical Support, or Engineering — instead of guessing. • Train NICU nurses, biomed, and IT contacts on NicView use, basic troubleshooting, and how to raise a case. • Provide on-site support during the first days after go-live to build confidence and smooth adoption. • Communicate clearly and honestly with the customer throughout — no surprises, no silence. • Handle NicView issues that need a person on site — connectivity problems, hardware faults, streaming issues that can't be closed remotely. • Follow the diagnostic before defaulting to a swap-out — reduce unnecessary replacements and disruption. • Document every install, visit, incident, and corrective action in Salesforce Service Cloud to a clean, auditable standard. • Keep site records up to date — as-built configuration, hospital IT contacts, and known site quirks — so the next visit starts informed. • Flag recurring issues and site friction back to the Customer Success Manager for follow-up with Product, Engineering, or Quality.

🎯 Requirements

• 2–4 years in field service, installation, IT deployment, or technical support for network-connected equipment (medical devices or hospital environments a plus but not required). • Working knowledge of hospital or business networking: IP addressing, DHCP/DNS, VLANs, firewall/ports, wired vs Wi-Fi — enough to hold a competent conversation with hospital IT. • Hands-on comfort installing and configuring networked hardware and software in real customer environments. • Ability to train non-technical users clearly and patiently. • Reliable, honest, and professional in front of customers — calm under pressure. • Comfortable using Salesforce (or a similar case/CRM system) and Microsoft 365 (Teams, SharePoint, Outlook). • Willing and able to travel frequently across North America and work on-site in clinical environments. • Education: Technical diploma, associate degree, or equivalent hands-on experience in IT / Networking, Biomedical, Electronics, or a related field.