• 24/7 monitoring of all field systems (through your team) • First response to system failures and performance issues • Remote debugging and problem resolution • Customer operational reporting and communication • Manage escalations and critical incidents • Develop fixes for field issues—actual embedded software changes • Build diagnostic tools to find problems faster • Root cause analysis with detailed documentation • Remote system configuration and optimisation • Lead Field Support team • Coordinate outsourced support technicians (extended shift coverage) • On-call rotation for critical escalations • Train team on troubleshooting methodologies • Feed field intelligence back to Software Development • Track recurring issues and patterns • Prioritise fixes based on field impact • Document all incidents and resolutions systematically

• Visit franchise locations to see what’s working — and what could work even better. • Help owners fine-tune operations, marketing, and sales strategies. • Dig into P&Ls, uncover growth opportunities, and set smart goals. • Guide franchisees through marketing campaigns, training programs, and technical setups. • Be the bridge between franchise owners and our corporate support team. • Celebrate wins, troubleshoot challenges, and keep everyone moving forward. • Travel about 50% of the time — exploring your region while helping businesses shine.

• Provide break/fix support for printers, MFPs, laptops, desktops, and associated hardware. • Diagnose and repair devices to board level with accuracy and efficiency. • Deliver Level 1 desk side support for Windows-based systems. • Perform hands-and-feet network support, including troubleshooting connectivity issues, replacing equipment, and assisting remote teams with escalations. • Maintain accurate records of work completed, parts used, and updates in service systems. • Ensure excellent customer service and communication at all times. • Travel to various customer locations across the UK as required.

• responsible for performing advanced field diagnostics, repairs, and installations of windows and doors • demonstrate expertise in multiple window types (single-hung, double-hung, casement, sliding) and door systems, including repair and replacement techniques • work with different window and door materials (wood, vinyl, aluminum, and various glass types) with proper techniques and care • utilize a range of tools such as drills, sealants, pry bars, caulk guns, and power tools with proficiency and accuracy • perform diagnostics and provide technical support via phone and email to internal and external stakeholders • conduct water tests according to company protocols and document results using internal software • organize and coordinate jobs requiring two or more technicians, ensuring effective collaboration with internal teams and customers • deescalate warranty or service concerns professionally, maintaining customer confidence and satisfaction • perform specialized repairs, including water intrusion fixes, shaped products, and installation diagnostics • maintain strong relationships with customers and sales teams by providing clear communication, accurate documentation, and dependable service • expand and apply knowledge of company products and industry standards to support advanced fieldwork • travel within assigned territory daily; overnight travel may be required depending on territory