Field Service Technician - Dallas, Texas and Surrounding Areas

Account Planner — Field Service Technician

Location: Texas - Remote

Scope: North America — proactive account planning and scheduling (60–90+ days), customer coordination, Field Service enablement, billing execution, and Salesforce Field Service Lightning (FSL) data integrity and reporting

Reports to: Regional Field Service Manager – (Area)

Direct reports: 0

Role summary

The Field Service Technician is a fully independent technician who self-manages service delivery across an assigned territory/customer set. The Field Service Technician consistently executes hands-on service work to SOP and quality expectations, maintains audit-ready documentation and systems hygiene, and delivers a strong customer experience through reliable communication and follow-through.

1) Technical service delivery (hands-on)

Core responsibilities

• Independently perform installations/PM/calibration/verification steps (as applicable) and corrective repairs within authorized scope.
• Prepare and execute service events end-to-end: confirm parts/tools/site readiness ahead of time to minimize repeat visits.
• Maintain trunk stock, tools, and test equipment readiness and compliance (where applicable).
• Escalate only when needed, with structured evidence and clear summary of steps taken.

2) Systems + documentation discipline

Core responsibilities

• Complete service records and required documentation/certificates/forms with strong discipline and timeliness.
• Maintain excellent CRM/service system hygiene (e.g., Salesforce): accurate case/work performed notes, parts/time capture, and customer communication logging.
• Ensure documentation is audit-ready: correct traceability, required fields, attachments, and clean closure packages.

3) Customer experience

Core responsibilities

• Own customer interaction end-to-end: expectation-setting, status updates, and closed-loop follow-up.
• Build early customer trust through professionalism, calm communication under pressure, and reliable commitments.
• Handle standard customer concerns independently and escalate appropriately for complex technical/customer issues.

What success looks like

• A predictable, self-sufficient technician who “runs their own business” day-to-day (schedule, readiness, closures) while staying within SOP/quality guardrails.
• Strong reliability: fewer repeat visits through better preparation + completeness.
• Customers consistently know what’s happening and what comes next.

Proof points

• Independently handles non-routine troubleshooting patterns and reduces repeat issues through stronger diagnostic discipline.
• Demonstrates “relationship ownership” at key sites: trusted, proactive, and able to navigate stakeholders calmly.
• Starts contributing to business outcomes: identifies opportunities/risks, creates clean handoffs to Sales/Inside Sales, and supports renewals and calibration adoption through technical credibility.

Natus is an Equal Employment Opportunity Employer. The Company’s policy is not to discriminate against any applicant or employee based on race, color, sex, sexual orientation, gender identity, religion, national origin, age, disability, military status, genetic information, or any other basis protected by applicable federal, state, or local laws. Natus also prohibits harassment of applicants based on any of these protected categories. It is also Natus’ policy to comply with all applicable federal, state, and local laws respecting consideration of unemployment status in making hiring decisions.