JOB TITLE: Professional Services Engineer

DEPARTMENT: Commercial (Field Service)

EXEMPT / NON-EXEMPT: Exempt

SUPERVISOR’S JOB TITLE: Sr Director, Service Operations

LOCATION:

Kansas City MO * Indianapolis, IN * New Orleans, LA * Dallas, TX * Houston TX * Minneapolis, MN * Portland, OR

Position Summary

As a Professional Service Engineer, you are responsible for delivering advanced technical implementation, integration, and support for Natus Neurology systems, with a primary focus on server architecture, infrastructure design, and enterprise-level deployments. You serve as a technical expert throughout the customer lifecycle, partnering with customer IT teams to design, implement, and optimize system architecture to ensure performance, scalability, and reliability for our Neurology Product lines. This role requires strong technical knowledge, consultative engagement, and cross-functional collaboration to support successful installations, integrations, and escalations.

Key Responsibilities

This list is not exhaustive, and other duties may be assigned.

Technical Implementation & Solution Design

• Manage Neurology software implementations in customer-hosted architectures including Server architecture, MSSQL database support, remote application delivery, VDI builds, storage configurations, HL7 integrations & networking/routing.
• Ensure solutions align with customer IT standards and Natus system requirements.
• Engage customers to understand technical requirements and translate into clear implementation plans.
• Partner with customer teams to ensure infrastructure readiness and secure data flows.

Escalation Support & Issue Resolution

• Serve as escalation point for complex technical issues, including remote and occasional onsite troubleshooting support.
• Communicate status, risks, and resolution progress to customers and internal stakeholders.
• Report product issues to Engineering via JIRA and support follow-up investigations.

Documentation and Compliance

• Maintain accurate 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.
• Maintain expertise in relevant technologies and certifications.
• 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 in a related field, from an accredited college or university is required.
• 5 years of relevant field service experience performing installations, training, and troubleshooting.
• Medical Device experience preferred.
• Certification in at least 2 of the following areas or equivalents: SQL Server database administration, Server Administration, Citrix Virtual Apps, VMWare Horizon, HL7 Interface administration, Isilon or Pure Storage Administration, Cloud Architecting. Other similar certificates will be considered.

Key Competencies

• Strong hardware installation and software configuration skill level, with high attention to detail.
• Excellent written, verbal, and customer-facing communication skills.
• Calm, methodical approach to problem-solving and issue resolution.
• Ability to manage multiple priorities and adapt to changing project requirements.
• Customer-first mindset with a focus on professionalism and accountability.
• When needed able to support self-directed work style with the ability to operate independently in dynamic environments.
• Ability to build collaborative relationships across customers, sales, service, and IT stakeholders.

Technical Skills and Abilities

• Strong understanding of Microsoft SQL Server requirements, including installation dependencies, connectivity, authentication, backup considerations, and basic database support concepts.
• Strong knowledge of Microsoft Windows desktop and server operating systems, including installation dependencies, connectivity, authentication, backup considerations, and basic database support concepts.
• Strong knowledge of Active Directory, Group Policy, domain-joined device deployment, and Windows security policies.
• Strong knowledge of remote application delivery platforms such as Citrix and similar virtualization or remote access technologies.
• 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 storage backends, shared storage, and virtualized server environments used to support enterprise applications.
• Strong knowledge of IT tools for security & monitoring.
• Strong knowledge of JavaScript & Mirth Interfaces.

Travel Required:

Up to 10% annually

Other Requirements

• Must live 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

• Deliver successful complex system implementations aligned to customer IT environments.
• Achieve high customer satisfaction in technical deployments and integrations.
• Resolve escalations effectively and serve as a trusted technical expert.
• Maintain accurate and compliant documentation across all engagements.
• Contribute to improved system performance, scalability, and reliability.

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