• assisting the Site Manager in managing the daily activities at our refining and chemical customers • focusing on safety initiatives at the customer sites to improve overall working conditions • assisting the Site Manager with product inventory and ordering as well as equipment upkeep • review treatment programs and processes ensuring effective applications through routine testing and monitoring • maintain and build business relationships • conduct the necessary site and LMS/class room training programs • develop and implement sales plans on new opportunities including documenting ROI after program closure • establish, maintain and prioritize an accurate sales funnel in SFDC • manage profitability of the account (pump settings, pricing, accounts receivable) • review territory applications and processes/procedures for safety improvements

• responsible for assisting the Site Manager in managing the daily activities at our refining and chemical customers in Eastern Kentucky • focus on safety initiatives at the customer sites to improve overall working conditions • assisting the Site Manager with product inventory and ordering as well as equipment upkeep • Review treatment programs and processes within the territory accounts ensuring effective applications through routine testing and monitoring resulting in customer satisfaction and business retention • Maintain and build business relationships • Conduct the necessary site and LMS/class room training programs to understand the overall operations of the territory accounts and new customer sites • Develop and implement sales plans on new opportunities with the direction of the Manager Sales I/II including documenting ROI after the closure of the program • Establish, maintain and prioritize an accurate and current sales funnel in SFDC • Manage profitability of the account (pump settings, pricing, accounts receivable) • Review territory applications and processes/procedures for safety improvements

• Follow up with customers, provide feedback and see problems through to timely resolution. • Ask educated questions and listen to customers to help determine root cause of issues. • Utilize excellent customer service skills and exceed customers’ expectations. • Collect feedback to determine patterns and issues such that they can be resolved, or FAQs can be provided to customer to ease in troubleshooting. • Work through the problem-solving process with customers, empowering them to do the same in the future. • Read through XML configuration files. • Troubleshoot inventory flow using text-based log files. • Be familiar with database tables and have the ability to modify SQL queries to track down data to analyze and resolve issues. • Troubleshoot PLC control systems without necessarily getting into the PLC code. • Provide “Product” support which includes logging, documenting, tracking, troubleshooting, and monitoring problems reported by customers to ensure resolution in a timely manner that are consistent with company guidelines/procedures • Work closely with our development team regarding customer issues, feedback from customers, and testing code changes. • Expand and update our Knowledge Base and have the mindset of sharing your knowledge with team members and clients. • Ensure proper recording, documentation and closure using appropriate applications. • Provide documentation to user manuals and guides for training purposes. • Train customers onsite and remotely. • Test new software releases or software modifications.

• Build, lead, and coach the Technical Support team. • Own technical case management, including MTTR, SLA performance, prioritization, communication. • Implement end-to-end case ownership, ensuring zero “ping-ponging” between teams. • Build and maintain operational runbooks, SOPs, and service workflows for the technical track. • Act as incident commander during Sev-1 and Sev-2 events. • Oversee technical investigation and resolution for: • Cloud service interruptions • API failures and integration issues • Customizations/configured logic incidents • Platform performance degradation • Perform and review RCAs, trend analysis, and corrective/preventive actions. • Serve as a customer facing technical leader during escalations. • Deliver concise, Executive-ready summaries to senior business and technical stakeholders. • Participate in customer incident calls, debriefs, and roadmap discussions. • Act as the technical point of contact when Support requires senior leadership presence. • Validate escalations prior to Engineering handoff; ensure complete triage, reproducible steps, logs, and metadata. • Partner with the TPM on prioritization, defect intake, and technical debt grooming. • Identify recurring incidents and drive durable product improvements. • Use AI triage to improve routing accuracy between Functional and Technical Support. • Collaborate with the TPM to implement AI clustering for “silent” platform issues. • Oversee AI deflection for common configuration and how-to issues. • Perform other duties as assigned to support departmental and company objectives.