Implementation Technician
Location
Illinois
Posted
6 days ago
Salary
0
Seniority
Mid Level
Job Description
Implementation Technician
Natus Sensory
• 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.
Job 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.
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