IMRIS

• In collaboration with a Sales Leader and with the support of Customer Engineering, engage in customer requirements definition prior to contract negotiations during the Sales Cycle • Develop details program plans based on clearly defined customer requirements with the support of Customer Engineering during the Definition Cycle • Understanding of the IMRIS product and service offering specific to the assigned customer prior to final contract negotiation • Communicate and coordinate with all affected areas of the company to ensure awareness of all customer requirements and obligations for assigned customer programs • Ensure that schedules are in place to ensure the timely delivery of IMRIS products and services in accordance with customer requirements and IMRIS company Master Schedule during the Delivery Cycle • Conduct regular internal and external reviews to ensure adherence to committed schedules. Responsible for initiating suitable corrective action plans when critical path milestones are at risk • Manage all costs associated with assigned customer programs to ensure that company financial objectives are achieved • Conduct formal and/or informal reviews of customer satisfaction throughout the Program Management process and report to Senior Management. • Develop initiatives to assure the highest possible level of customer satisfaction, quality and risk management • Budgetary management of all Program Management resources to meet annual company plans • Responsible for quality and risk management of all IMRIS activities associated with Program Management consistent with company objectives • Exhibits leadership practices consistent with company values and traits

• Perform installation, corrective service, preventative maintenance, and modifications on defined equipment within IMRIS’s Intraoperative Surgical Theatres at customer sites with minimal supervision. • Perform system installations per equipment specifications, installation protocols, customer configuration, and program schedule to ensure equipment functionality and delivery. • Perform corrective service on existing customer systems upon customer complaint/product failure. • Perform proactive maintenance per equipment specifications, customer configuration, and pre-defined schedule to ensure the availability of intraoperative imaging to customers and patients. • Implement Field Action Plans/product modifications across the defined product line and customer base per protocol and established timeline. • Create, update, and maintain service calls with customer reported problem, repair details, associated work activities, and part consumption within the IMRIS ERP system. • Document and process complaint information per defined protocol. • Complete all service and installation activities consistent with international quality standards. • Comply with IMRIS’s Quality Management System; follow established procedures and complete required installation and service records for device history retention. • Perform necessary administrative duties accurately and in full per defined standards. • Provide field feedback, identify corrective and preventive measures, support process improvements, and implement Service project plans as needed. • Align with the Service Methods Specialist and other CSE members to solve unique product failures and service issues. • Support escalated customer situations; align with Service Management, Sales and Clinical Applications to resolve customer dissatisfaction. • Build and maintain productive working relationships with customers, peers, and business partners. • Develop, update, and maintain installation and service procedures, tools, and equipment. • Assist, and/or lead as appropriate, Service activities and projects driven by business, functional, product or customer need both in the office and field settings. • Manage schedule, time commitment, and deliverables amongst field service responsibilities. • Support departmental goals and business objectives. • Required overnight travel for on-site customer service of approximately 60-70%; remaining time to be split between office and home (office) to fulfill job responsibilities as defined above.