• Administer and maintain all major business platforms, including but not limited to: HubSpot CRM, Ticketing, Content Management and Marketing tools • Integrate and optimize AI-driven tools (e.g., AI assistants, predictive analytics, chatbots) within our software platforms. • Provide onboarding, training, and ongoing support to internal business end users. • Create clear documentation, SOPs, and knowledge base articles for platform use and workflows.

• Service coordination & technical support • Planning and managing the service calendar for field and workshop jobs • Building and maintaining strong customer relationships — including follow-up support • Liaising with channel partners and Area Sales Managers regarding service activities • Coordinating with service technicians and ensuring all documentation (reports, invoices, etc.) is submitted on time • Documentation & administration • Creating, maintaining, and closing service tickets • Maintaining a local record of activities not captured in the system (e.g., commissioning, maintenance)

• Maintain and administer the service schedule for both field and in-house service jobs. • Build and sustain strong relationships with customers, ensuring expectations are met and providing post-service follow-up. • Communicate regularly with Channel Partners and Area Sales Managers regarding service activities in their territories. • Coordinate with service technicians to ensure timely submission of service documentation (invoices, reports, etc.). • Generate, maintain, and close service tickets accurately. • Keep a local log of service activities not captured by system reports (e.g., actuator commissioning, preventive maintenance). • Ensure all service documentation is stored in a centralized, accessible location on the server.

• Support implementation and ongoing refinement of statewide operational systems and processes. • Coordinate cross-functional activities across program, finance, and support teams to ensure smooth execution of state priorities. • Translate leadership direction into structured operational plans with defined timelines and follow-up. • Maintain documentation systems, trackers, and shared resources to support consistent implementation. • Identify implementation risks and escalate concerns appropriately while recommending practical solutions. • Provide guidance to staff on operational procedures and internal processes. • Coordinate day-to-day execution of workforce initiatives, including apprenticeships, scholarships, and related pathways. • Exercise independent judgement to assess implementation issues, determine the most appropriate interpretation of policies, and develop tailored solutions or guidance to resolve challenges with minimal oversight. • Support participant onboarding, communications, and engagement processes. • Monitor participation and progress to ensure adherence to program requirements. • Maintain alignment between workforce activities and overall state priorities. • Manage data entry, reporting processes, and operational tracking systems. • Monitor documentation to ensure compliance with internal controls and program standards. • Support audit readiness and financial reconciliation processes in coordination with relevant teams. • Identify recurring issues in reporting or documentation and recommend improvements. • Contribute to process improvement efforts to enhance efficiency and consistency. • Maintain operational playbooks, guidance documents, and shared knowledge resources. • Provide onboarding support and informal guidance to new or less-experienced staff. • Support statewide special initiatives through coordination, documentation, and follow-up.