Job Function: Service

Job Family: Technician Services

Job Overview:

This is a varied technical role combining software support, hardware troubleshooting, remote customer support and hands-on medical device servicing. You will provide first-line technical and product support to customers and internal teams, diagnose and resolve hardware, software, application and connectivity issues associated with audiological and newborn hearing screening equipment, and assist with the inspection, servicing and calibration of medical devices.

Responsibilities:

Provide first-line technical and product support to customers and internal teams via telephone, email and remote-access tools

Diagnose and resolve hardware, software, application and connectivity issues associated with audiological and newborn hearing screening equipment

Troubleshoot issues within Microsoft Windows environments, including software installations, drivers, peripherals, device communication and connected systems

Guide customers through troubleshooting processes in a clear, professional and easy-to-understand manner

Log, track and manage customer support requests through the relevant service/support system

Maintain accurate records of customer interactions, troubleshooting activities and resolutions





Assist with the inspection, servicing and calibration of medical devices and associated equipment

Perform hands-on troubleshooting and fault diagnosis of equipment when required

Develop and maintain in-depth knowledge of the Natus Sensory product portfolio, including audiology and newborn hearing screening equipment and associated software

Identify recurring technical issues and communicate trends to Service and Product teams where appropriate

Experience Required:

Strong technical aptitude and a genuine interest in troubleshooting technology

Good working knowledge of Windows-based computer environments

Ability to understand how software applications, operating systems, drivers, hardware and connected devices interact

Robust logical troubleshooting and problem-solving skills

Comfortable working with both software and physical hardware

Strong verbal and written communication skills

Ability to explain technical concepts to non-technical customers

Strong customer-service orientation

Ability to manage multiple technical requests and priorities

Willingness to learn medical-device servicing, repair and calibration

📌 Technical Service (Sydney)
🏢 Natus Sensory
📍 Sydney