• Responsible for ensuring Service & Optimization guidelines & best practices are followed. • Proactively identifying actions, performing offline tasks assigned in DMBs, and escalating any blockers to ensure consistent improvement in KPI performance and field operations in general. • Service Manager is responsible for joining DMB meetings daily and being prepared to discuss progress on relevant KPIs and actions to improve underperforming KPIs. • Ensure environmental, health and safety compliance within service team. • Provide training to all employees to ensure a safe and productive work environment both in the shop and at customer sites. • Review work orders, invoices, and time reports for accuracy and to ensure efficient management of accounts receivable. • Resolve warranty issues, product recall notices, operational problems with products, premature failures, and other issues as they apply to products and equipment sold and serviced by the company. • Communicate regularly within the team to ensure that personnel are being scheduled and dispatched properly by skill level, efficiency, and training requirements. • Recruit, interview, hire and train technicians as required to meet workload demands, and company or customer expectations and requirements. • Meet with customers in the service territory to ensure satisfaction and retention as well as prospects for additional service opportunities. • Supervise and direct field technicians to effectively perform the functions of equipment repair, maintenance, start-up, operation, and other duties as required to ensure customer satisfaction. • Forecast, monitor, and document financial performance against plan. • Coordinates, prioritizes and resolves issues encountered by a more experienced team. • Manages more experienced team according to established programs and objectives. • Contacts customer, collects feedback, and establishes and maintains good relationship with customers. • Responds to key customer complaints and carries out customer satisfaction investigations to ensure establishment of appropriate improvement plans.

• Develop, administer, and continuously improve quality programs, processes, and SOPs aligned with regulatory standards and partner requirements (CLSI, CLIA, CAP) • Lead root cause investigations for all phlebotomy errors, manage the corrective action process, and ensure effectiveness checks are completed within 48 business hours • Manage internal and external audits, address findings, and formulate partner-facing responses to complaints, nonconforming events, and regulatory citations, and maintain regulatory compliance • Identify high-risk draws and flag potential issues during onboarding to prevent errors • Maintain monthly Quality Specialist scorecards, review KPIs, and support development planning • Analyze clinical data, monitor key performance indicators (KPIs), report on trends, and use insights to enhance patient care and operational efficiency • Provide strategic direction for quality initiatives to cross-functional teams, collaborate with senior leaders, executives and field operations • Lead quality initiatives to achieve performance goals; Implement continuous improvement methodologies, refine standard operating procedures (SOPs), and optimize processes for safety, effectiveness, and efficiency • Risk Management: Identify, assess, and mitigate clinical risks, ensuring new partner launch and trial readiness, and maintaining high standards for patient care

• Partner and develop ongoing relationships and value propositions within the C-suite at the HQ LNG as well as key stakeholders within the different accounts dedicated to the LNG (i/e Committee Members, Procurement, Medical Directors etc.) • Build and own long term account plan including Goals, Strategies, Tactics & Op Mechs incorporating key value drivers for both the customer as well as Beckman Coulter which will drive YOY revenue growth and sustained partnership. • Utilize DBS tools to lead sales campaigns with the local regional teams, ensuring that each member of the team understands the needs of the whole LNG and how their actions tie into the bigger customer partnership. • Owns RFP and is responsible for compliantly closing the deal with overall positive margin expansion for the life of the customer contract. • Partner with service organization to ensure that installation, go live and post install maintenance are successful. • Provides a high-level view of all activities going on within individual accounts to make sure the customer is provided with high quality, consistent service. • Partner with local regional sales to ensure alignment between local teams and overall, LNG. • Provide indirect coaching/mentoring and leadership to sales reps both formally and informally.

• Cultivates and maintains customer relationships within assigned account base. • Actively create tasks that impact service design, success and impact future concepts, products, and innovations. • Provide support via phone, email, and on site to customers and GHX coworkers for escalations and any related product issues. • Host ongoing webinars and trainings for Managed Services customers and internal teams. • Proactively developing campaigns to re-engage customers and increase customer KPI’s to ensure service excellence and satisfaction. • Provide clear instructions to customer care analyst for project work. • Lead implementation of managed services solutions for new customers and work closely with cross-functional teams to ensure successful project kickoff. • Excellent time management of projects and meetings while adhering to deadlines. • Create, develop, and use presentation materials for onsite or WebEx meetings with customers. • Mentor team members through daily tasks and refine processes and resource materials where areas of improvement have been identified. • High level understanding of all other GHX services and customer activity of account health to aid in an increased adoption of GHX’s recommended practices. • Work closely with the CSM and ESE team to ensure customer satisfaction and new potential sales opportunities. • Works closely with Solutions Delivery, Sales, and Customer Success Managers to oversee all phases of the implementation process. • Develops an in-depth knowledge of customer environment and GHX product knowledge to achieve goals and solve complex problems while fostering innovation. • Travel may be required (approximate 20%). • Able/willing to work 8am-5pm Eastern Time Zone (Monday-Friday).