Field Service Site Planner

About Natus:  Founded in 1989, Natus Medical Incorporated is a leading manufacturer of medical devices and software and a service provider for the Newborn Care, Neurology, Sleep, Hearing and Balance markets.

Natus products are used in hospitals, clinics and laboratories worldwide.

Our mission is to improve outcomes and patient care in target markets through innovative screening, diagnostic and treatment solutions.

We are looking for a Field Service Site Planner. 

What’s in it for you?

We offer comprehensive compensation plan with a benefit package that starts on your 1st day, 401K match, generous paid time off plan (4 weeks accruing at start date) and tuition reimbursement! 

SUMMARY: As a Field Service Site Planner for the Southeast US, you report to the District Service Manager
– Southeast Region and lead the site planning process for the entire Neuroworks product line of Neurodiagnostics Devices/Software along with all EMG training coordination.

Position requires significant travel and ability to work independently.

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.
• Plans neurodiagnostic installations as assigned, ensures that all customer required paperwork is received, validates customer responses and creates site project plan based on customer paperwork.

  Responsible for identifying, setting and managing installation and training days per installation.

  Ensures all aspects of the planning process are managed in a professional and workmanlike manner in accordance with the Company standards and directives and customer requirements

• Performs required site walkthroughs to ensure site is prepared and meets installation guidelines.

  Negotiates changes to installation start dates as required by defined processes, updating sales and management as needed.

• Assigns staff based on installation requirements and staff skillset.

  Coordinates contracts and consultants if needed for the installation.

• Ensures that all CRM entries for installation notes and time are completed within the timeframe set by the company. 
• Updates management and sales staff aware of all developments during the installation.

  Keeps customers fully satisfied by informing them of any changes during the installation process that would delay the promised completion date. 

• Assist in the dispatching of Field Service Specialists to specific service engagements, ensures with a goal of effectively balancing resource utilization with planning targets and skills allocation.

  Advise management when response time objectives cannot be met. 

• May be asked to p erform installations, preventative/routine maintenance or field dispatch service to meet company goals.

  Retains ownership of all problems until resolution. 

• 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.

• Accurately complete all data entry activities including expense reports, and enter into corporate systems as defined by procedures.

  Ensure all required paperwork and customer signatures are attached.

  All entry will be done within timelines set by Company.

• Has direct interaction with customers to build relationships, establish communications and promote Natus. 

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 

• College diploma or University degree or equivalent work experience in related area such as IT or Business Administration
• 5 years of relevant field service experience performing installations, training, and troubleshooting.

  Medical Device experience required

• Microsoft Certified Professional (MCP), MCSE or A+ a plus
• Project Management Professional certified or equivalent proven experience in managing complex installation projects for at least 5 years.

Other Skills and Abilities

• Microsoft Desktop Operating Systems (Win XP, Win7)
• IT tools for imaging and asset management, Enterprise Anti-Virus
• Network infrastructure and planning
• Familiarity with Citrix Server
• Information seeking
• Listening, understanding and responding.

  Ability to deliver required results with high levels of customer satisfaction, both internal and external.

• Analytical thinking
• Professionalism
• Knowledge Transfer
• Strong interpersonal and communication skills
• Confident, responsible, dependable, punctual, realistic positive, flexible, efficient
• Able to work independently
• High results-oriented team player
• Achievement Orientation
• Superb project planning, coordination, leadership skills
• Excellent all-round customer focus
• Patient, methodical, neat and clean work habits
• Excellent documentation and organizational skills

Travel Required: Extensive

Other Requirements

Must hold a valid driver’s license and have a driving record showing zero felony convictions and less than three moving violations in the previous three years.

Language Skills

Ability to read and interpret documents such as safety rules, operating and maintenance instructions and procedure manuals.

Ability to write routine reports and correspondence.

Ability to speak effectively before groups of customers or employees of the organization.

Mathematical Skills

Ability to add, subtract, multiply and divide in all units of measure, using whole numbers common fractions and decimals.

Ability to compute rate, ratio and percent and to draw and interpret bar graphs.

Reasoning Ability

Ability to apply common sense understanding to carry out detailed but involved written or oral instructions.

Ability to deal with problems involving a few concrete variables in standardized situations.

Other Skills and Abilities

Ability to prioritize and manage multiple tasks

EEO Statement:

Natus Medical is an equal opportunity employer.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, veteran status, disability, sexual orientation, gender identity, or any other protected status.

Natus Medical Incorporated is committed to protecting our employees, customers and communities against COVID-19 and requires all employees to follow our vaccination policy, which currently require a COVID-19 vaccination for employment.