• Answer technical questions about Sullair Rental & Infrastructure /OEM products from customers • Responsible for answering technical questions about Sullair products including installations, maintenance, repairs, and troubleshooting • Work with various departments at Sullair to address concerns and conduct service from the field to drive issues to a timely closure • Document service visits and generate reports with action items • Support Sullair Training Department for customers, distributors, and employees • Increase brand strength through relationship development and effective service to customers • Provide technical assistance related to Sullair R&I/OEM products via phone and email queues • Travel to field-based jobsites to troubleshoot and assist in repair of Sullair R&I/OEM systems • Follow standard work for pre- and post-service preparation (submit expense reports, develop service reports, make travel arrangements) • Follow all Environmental Health and Safety policies and procedures • Communicate distributor feedback to Sullair management as VOC • Drive field concerns to closure in a timely manner • Support goal of service within the Service Department of 95% • Assist in writing technical service bulletins • Review technical manuals for accuracy and completeness • Participate in new product development to provide prospective from the service point of view • Participate in warranty reduction efforts by looking at service trends, analyzing failure modes, and providing feedback • Up to 25% overnight travel

• Directly manage all aspects of customer service and care with our clients • Independently troubleshoot and repair a variety of high-speed cash-handling equipment • Track and manage parts/tools • Stay abreast of changes in technical and functional elements of GLORY equipment • Ensure overall customer satisfaction • Diagnose system problems and make repairs • Keep customer apprised of progress during maintenance or a down system situation • Complete machine installations, Engineering Change Notices that affect system upgrades, and Hardware /Software upgrades that may require technical assistance • Any other job responsibilities as assigned within scope of position. The above statements are intended to describe the general nature and level of work being performed by people assigned to this position. They are not intended to be an exhaustive list of all responsibilities, duties and skills required of personnel so classified • Adhere to safety guidelines and policies, complete required Environmental Health & Safety training, timely reporting of any job site accidents (for an injury or property damage)

• Install, maintain, and repair sophisticated chromatography and mass spectrometry instruments • Provide expert technical support and training to customers • Troubleshoot complex issues and ensure optimal instrument performance • Stay up-to-date with the latest advancements in analytical technologies • Contribute to the development and improvement of our service protocols • Collaborate with cross-functional teams to enhance customer satisfaction and product performance

• Resolves customer inquiries and complaints fairly and effectively • Provides product and service information to customers • Recommends and implements programs to support customer needs • Cooperates with Quality Management & Planning to ensure new products are set up in the system • Cooperates with TSS for ETO requests • Ensures correctness and completeness in cooperation with local entities and customers • May act as a lead, coordinating and facilitating the work of others, but is not a supervisor