Field Service Technician

DEPARTMENT:   Field Service                                                              EXEMPT (Y/N): N SHIFT: Day SUPERVISOR:   Regional Service Manager             LOCATION: Minneapolis Be the expert in the field powering critical neurological care As a Field Service Specialist, you will play a key role in delivering, supporting, and optimizing advanced Neurodiagnostic Devices and Software. You’ll be the trusted expert customers rely on to install, maintain, troubleshoot, and train on complex systems that directly support patient care. This is a highly independent, hands-on role suited for someone who enjoys solving problems, working directly with customers, and taking ownership in the field. This position requires significant travel (approximately 75%) and the ability to work independently. What You’ll Do Installation & System Deployment Plan, manage, and execute neurology system installations from small to large scale Ensure all installations are completed professionally, meeting company standards, directives, and customer requirements Deliver a high-quality installation experience that sets the foundation for long-term customer success Service, Maintenance & Troubleshooting Perform preventative and routine maintenance on installed equipment Respond to field service calls and diagnose issues across: PC systems Network environments Proprietary hardware and software Troubleshoot, repair, and resolve issues while maintaining ownership until completion Communicate proactively with management if response time objectives are at risk Problem Solving & Continuous Improvement Diagnose root causes of product failures and document findings Provide actionable feedback to Engineering, Operations, and cross-functional teams to improve products and processes Customer Relationship & Site Management Serve as a primary point of contact for customers during on-site engagements Keep customers informed of progress and activities at all times Maintain strong communication with internal teams, including management and sales, regarding site developments Ensure high levels of customer satisfaction through professionalism and responsiveness Training & Knowledge Transfer Deliver customer training during installations or scheduled sessions at customer sites or company offices Support customer adoption and effective use of systems Participate in ongoing technical and professional development training Stay current with evolving product knowledge and industry developments Documentation & Compliance Follow all Quality System procedures that impact product and service quality Accurately complete all required documentation, including: Service reports Expense reports System entries Ensure all data entry is completed within company timelines and includes required documentation and signatures Customer Engagement Build and maintain strong customer relationships Act as a brand representative in the field, promoting professionalism and trust What You Bring Education & Experience College Diploma or University Degree (or equivalent experience) in a related field such as IT, medicine, or biology Minimum of 5 years of field service experience, including: Installations Training Troubleshooting Medical device experience is preferred Certifications such as MCP, MCSE, or A+ are an asset SQL Server or database administration experience is a plus Technical Skills Microsoft Desktop Operating Systems (Windows 7, Windows 10) Microsoft Server environments, including Active Directory and Group Policy IT tools for imaging, asset management, and enterprise antivirus systems Network infrastructure and planning Familiarity with Citrix Server Core Competencies Strong customer service orientation Analytical thinking and problem-solving skills Professionalism and accountability Ability to listen, understand, and respond effectively Strong interpersonal and communication skills Ability to work independently and manage priorities Highly organized with excellent documentation skills Detail-oriented with methodical work habits Results-driven team player with strong planning and coordination skills Committed to continuous learning and knowledge sharing Additional Requirements Travel Extensive travel required (approximately 75%) Other Requirements Valid driver’s license Clean driving record with no felony convictions and fewer than three moving violations in the past three years Language Skills Ability to read and interpret safety rules, operating instructions, and procedure manuals Ability to write routine reports and correspondence Ability to communicate effectively with customers and internal teams #Remote