Manager, Installation Services

JOB TITLE: Manager Installation Services (Manager)

DEPARTMENT: Commercial (Field Service)

EXEMPT / NON-EXEMPT: Exempt
SUPERVISOR’S JOB TITLE: Sr Director Service Operations

LOCATION: Chicago IL

position Summary

As the Manager of Installation Services, you are responsible for leading a team of Field Service Installation Specialists, Site Planners, and contracted resources to deliver high-quality installation, training coordination, and go-live support for Natus Neurology products. You will assist direct reports in developing toward North Star guiding principles and behaviors that puts the Patient first through teamwork, agility, accountability, respect, collaboration and continuous improvement.

This role is accountable for project execution, team performance, and customer satisfaction across North America, including escalated support through Tiger Team engagements. You will collaborate closely with Service, Sales, Clinical Applications, and Technical teams to ensure consistent delivery excellence and optimized customer outcomes.

Key Responsibilities

This list is not exhaustive, and other duties may be assigned.

Team Leadership & People Management

• Manage a team of up to 16 direct reports, including conducting regular one-on-ones, performance reviews, and career development planning
• Recruit, onboard, and train new hires to ensure readiness and compliance with company standards
• Drive a culture aligned to company guiding principles, emphasizing accountability, collaboration, and customer focus
• Develop and manage team budgets and identify opportunities to optimize field service costs

Project Execution & Installation Delivery

• Oversee all scheduling of installation and training activities for Installation Team & Regional Service Support for assigned Projects to the Installation Team
• Ensure team follows a Project Management based approach to planning capital install projects
• Identify operational gaps and implement process improvements to drive efficiency and scalability for product installation & training to ensure all customers are delivered a gold-standard for all Neurology products

Documentation and Compliance

• Ensure all installation and training cases are accurately documented and closed in CRM in accordance with Good Documentation Practices
• Maintain visibility to field calendars, resource utilization, and Tiger Team assignments
• Stay up-to-date and follow all Quality System procedures related to this job, which can affect the quality of products or services provided to our customers.
• Use only approved documentation in line with company guidelines

Continuous Learning & Contribution to Culture

• Participate in product and internal training to stay current with software and hardware developments
• Contribute to the team’s success by embracing our North Star guiding principles and behaviors, actively participating in a culture that puts our Patient first. Demonstrate exceptional teamwork, agility, accountability, and respect, cultivating an environment where collaboration and continuous improvement thrive.

Qualifications & Experience

education and/or Experience

• Bachelor’s degree in a related field required
• Minimum of 7 years of progressively responsible experience managing field service teams
• Direct experience in medical device installation and support strongly preferred

Key Competencies

• Strong leadership, coaching, and team development skills
• Ability to manage multiple projects and competing priorities
• Effective communication across technical, clinical, and executive audiences
• Strong collaboration and relationship-building skills
• Customer-focused mindset with high accountability
• Structured problem-solving and decision-making capability

Travel Required: Extensive

Other Requirements

• Must reside within North America, near a major airport
• Must have a valid passport
• Must have valid driver’s license and clean driving record
• Ability to meet all Vendor Credentialing requirements for onsite support, including all needed immunizations, verification of past immunizations, TB screening, drug testing, flu shots, etc as defined by the individual healthcare system.

Language & Problem-Solving Skills

• Ability to interpret and apply technical, clinical, and business documentation
• Able to communicate clearly through reports, training sessions, and customer interactions
• Able to solve practical problems in varied and evolving situations

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to:

• Travel to customer sites by air, car, or train
• Standing, walking, and moving within hospital or clinical settings
• Assembling and handling equipment, including occasional lifting of up to 50 pounds
• Bending, stooping, or kneeling during installation activities

Success in Role

• Successfully lead team to deliver installations and go-lives on time and within scope
• Deliver Installation Revenue Recovery per Annual Operating Procedure plan
• Achieve high customer satisfaction and successful project outcomes
• Maintain strong team engagement, retention, and performance
• Ensure accurate and timely CRM documentation and compliance
• Drive measurable improvements in installation efficiency and cost management
• Maintain compliance and complete all required documentation accurately and on time