• experience installing, operating, maintaining, repairing, and modifying electromechanical equipment • troubleshoot technical problems and systems issues • determine technical solutions in accordance with product and customer specifications and recommends actions to company or customer representatives for coordinative product solution • conducts technical analysis of product implementations, modifications, and enhancements to product in accordance with specific customer specifications and implementations • assess Customer needs and recommend solutions in accordance with product specifications and Customer Specifications • conducts technical training and product briefing with customers, vendors and company representatives as needed • act as local on-site representative to customer's organization • manage all territory responsibilities including Preventive Maintenance & upgrades including software & hardware • provide service support in the hospital/clinic laboratory environment • responsible for individual parts management, online training, and administrative expense reporting • perform other work-related duties as assigned

• Ensure machines are performing to customer expectations. • React to machine issues in the field within an appropriate timeframe and ensure prompt resolution. • Where an easy fix is not possible, ensure customer is well informed of the plan and potential costs. • Problem solves for operational or mechanical efficiency. • Troubleshoot machine problems and/or performance issues through to resolution. • Perform preventative maintenance to include undertaking pre-season and post-season servicing of machines, and work to enhance ongoing performance of the machines. • Complete removal and installation of mechanical components such as shafts, bearings, belts, motors. • On-call roster to assist customers afterhours. • Work collaboratively with engineering and/or research and development to improve work instructions and/or assist in the writing and editing of “build as” assembly and testing procedure documents. • Maintain close relationship with sales leadership by providing customer updates and advising on any potential sales opportunities or customer concerns for follow-up action(s). • Actively contribute to continuous improvement activities.

• Ensure machines are performing to customer expectations • React to machine issues in the field within an appropriate timeframe and ensure prompt resolution where an easy fix is not possible, ensure customer is well informed of the plan and potential costs • Problem solves for operational or mechanical efficiency • Troubleshoot machine problems and/or performance issues through to resolution • Perform preventative maintenance to include undertaking pre-season and post-season servicing of machines, and work to enhance ongoing performance [of] the machines • Complete removal and installation of mechanical components such as shafts, bearings, belts, motors • Work collaboratively with engineering and/or research and development to improve work instructions and/or assist in the writing and editing of “build as” assembly and testing procedure documents • Maintain close relationship with sales leadership by providing customer updates and advising on any potential sales opportunities or customer concerns for follow-up action(s) • Maintain close relationship with customer care centre (CCC) team and provide regular updates • Actively contributes to continuous improvement activities • Ensure use of company tools and equipment is done correctly and are maintained to a level to prevent unnecessary or premature deterioration • Assist with training and development of new Field Service Engineers, as requested • Address or escalate customer complaints; ensure these are investigated or resolved, where possible, in a timely, clear and professional manner • Proactively work with customers and internal stakeholders to successfully complete projects (e.g., research and development site testing, refurb, refit or upgrades) • Regularly report on progress made with the customer activity plan and call cycle plans • Act as the voice of the customer in the value chain to improve products systems and services, by reporting on feedback and comments received in the field leadership, research and development, or sales • Perform customer training, as required • Promote a “Safety first” culture throughout the company, our customers, and our industry

• Performing customer support activities involving the installation, modification, and repair of complex equipment and systems • Conducting on-site installation and testing of equipment to ensure proper working order • Isolating equipment start-up malfunctions and taking corrective action • Managing resources, maintaining schedules, and coordinating all repair activities • Working in a customer environment with systems operated in a 24/7 environment