Field Service Technician - Boston MA
JOB TITLE: Field Service Territory Specialist
DEPARTMENT: Commercial (Field Service)
EXEMPT / NON-EXEMPT: Non-ExemptSUPERVISOR’S JOB TITLE: Regional Service Manager
LOCATION: Boston MA
Position Summary
As a Field Service Territory Specialist, you are responsible for installing, maintaining, servicing, and supporting Natus Neurology systems within an assigned territory. You operate both independently and as part of a broader project team to perform service and preventative maintenance, support installations, and deliver customer training.
This role requires strong technical execution, ownership of customer outcomes, and professionalism to ensure high-quality system performance, customer satisfaction, and compliance with company standards.
Key Responsibilities
This list is not exhaustive, and other duties may be assigned.
Territory Service & Installation Execution
Independently manage assigned territory workload, priorities, and customer commitments
Balance installation, service, and maintenance activities to meet business and customer needs
Ensure all work is completed in alignment with company standards, safety requirements, and customer expectations
Perform onsite service, preventative maintenance, and system upgrades on installed equipment
Troubleshoot, diagnose, and resolve hardware, software, and network-related issues; escalate as needed to meet service level expectations
Plan, manage, and execute neurology system installations within assigned territory
Support large-scale installations in partnership with Site Planners, Installation Specialists, and Managers
Perform site walkthroughs to validate readiness and compliance with installation requirements
Deliver basic customer training during installations and scheduled service engagements
Build strong customer relationships through professionalism, communication, and consistent follow-through
Diagnose product issues, identify root causes, and provide feedback to Engineering and cross-functional teams
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 preferred, but not required.
5+ years of relevant field service experience performing installations, maintenance, and troubleshooting. Medical Device experience preferred.
Key Competencies
Strong technical troubleshooting and problem-solving skills with high attention to detail
Excellent written, verbal, and customer-facing communication skills
Ability to build collaborative relationships across customers, sales, service, and IT stakeholders
Strong sense of ownership and accountability for territory performance and customer outcomes
Calm, methodical approach to issue resolution in dynamic environments
Ability to manage multiple priorities and adapt to changing demands
Customer-first mindset with professionalism and responsiveness
Ability to work independently while also contributing to team-based initiatives
Technical Skills and Abilities
Strong knowledge of Microsoft Windows desktop operating systems.
Strong knowledge of network infrastructure concepts including TCP/IP, DNS, DHCP, VLANs, firewall considerations, port access, and connectivity for Windows-based devices.
Strong knowledge of Active Directory, Group Policy, domain-joined device deployment, and Windows security policies.
Ability to lead technical discussions related to server builds, application hosting, and customer IT infrastructure requirements.
Working knowledge of remote application delivery platforms such as Citrix and similar virtualization or remote access technologies.
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 manage and execute territory workload across service, installation, and maintenance
Deliver high-quality customer outcomes and maintain strong customer relationships
Resolve technical issues efficiently while meeting service level expectations
Maintain accurate and timely documentation in CRM
Demonstrate continuous growth in technical capability and independent execution