Field Service Technician

DEPARTMENT: Field ServiceEXEMPT (Y/N): NSHIFT: DaySUPERVISOR: Regional Service ManagerLOCATION: MinneapolisBe the expert in the field powering critical neurological careAs 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 DoInstallation & 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 BringEducation & 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 RequirementsTravel

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