Field Service Technician - Dallas TX

JOB TITLE: Field Service Territory Specialist DEPARTMENT: Commercial (Field Service) EXEMPT / NON-EXEMPT: Non-ExemptSUPERVISOR’S JOB TITLE: Regional Service Manager LOCATION: Dallas, TX 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 connec…