THE COMPANY 
Based in San Carlos, California, Natus Medical, Inc. is a leading provider of healthcare
products used for screening, detection, treatment, monitoring and tracking of common medical
ailments such as hearing impairments, neurological dysfunction, epilepsy, sleep disorders,
newborn jaundice and newborn metabolic testing. We sell our products through a direct sales
force in the US, through our subsidiaries in the UK and Germany, and through distributors in
more than 80 other countries. We are publicly traded on the NASDAQ. Additional information
about Natus Medical can be found at www.natus.com 

THE POSITION 
Manage technical service activities that include technical phone support, spare and replacement
parts shipments, management of the corporate service-tracking database and participation on
product development teams ensuring service ability of new products.

DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned. 
1. Ensure that all direct reports are familiar with, trained on and follow all Quality System
procedures related to their jobs which can affect the quality of products or services provided
to our customers and that changes to procedures are reviewed, approved and validated prior to
implementation.

2. Establish standards and procedures for ensuring all customers issues are handled in an
expedient and professional manner.  Oversee and maintain department scheduling and workflow
including scheduling and participating in after hour support.  Ensure that the service-tracking
database is updated per established procedures.

3. Manage in-house staff for providing technical help, spare parts and customer support. 
Participates in the identification and implementation of tools/applications that help increase
telephone support capabilities. 
4. Establish appropriate key performance measures and department goals in line with corporate
strategies.

5. Represents service organization by participation in product review meetings with Quality and
Engineering.  Assist with the trending of data collected by Technical Service.  Stay up to date
on product changes, ensuring that all technical troubleshooting is performed per procedure.

6. Key contact with Engineering Department during development of new products.  Create service
plans as required for new products and ensures serviceability of products.  Assist with review
of service and user manuals and in developing spare parts list for new product.

7. Manage departmental costs within guidelines, providing timely response to all budget
variances.

8. Manages essential and additional individual responsibilities in a manner that allows for
highly efficient processing of work.  Assists in special projects as required.

9. Some travel (up to 20%) may be required.

 

 Supervisory responsibilities:

 

Directly supervises up to ten employees. Carries out supervisory responsibilities in accordance
with the organization�s policies and applicable laws.  Responsibilities include interviewing;
hiring and training employees; appraising performance; rewarding and disciplining employees;
addressing complaints and resolving problems.

 

QUALIFICATION REQUIREMENTS:

To perform this job successfully, an individual must be able to perform each essential duty
satisfactorily. The requirements listed below are representative of the knowledge, skill,
and/or ability required.  Reasonable accommodations may be made to enable individuals with
disabilities to perform the essential functions.

Education and/or Experience 
Bachelor�s degree (B.A.) from four-year college or university; or four to six years� related
experience and/or training; or equivalent combination of education and experience.  Experience
using an ACD and call tracking systems for monitoring and coaching of service staff is
mandatory.  Technical expertise required, as is ability to use MS Access for reporting. 
Previous experience in medical device industry is a plus.

 

TO APPLY 
Please e-mail your resume to [email protected] in the body of the e-mail with position title as
the subject line. You can also fax your resume to (650) 802-0531 Attn: Human Resources,
referring to the Job Title. No calls please, principals only and only local candidates will be
considered.