• Performs field service of Stryker Communications product line installed at the customer site • Troubleshoots and repairs complex technical issues • Direct interaction with customers to provide support and resolve customer complaints • Maintains quality records post servicing of equipment • Documents process of technical support from initiation of call through problem resolution

• Install, repair, upgrade, and maintain Agilent instruments to ensure reliable performance for customers • Respond quickly to customer service requests and keep them updated before, during, and after service • Plan and schedule service visits efficiently while coordinating closely with your manager and sales team to meet customer needs • Deliver accurate and timely service reports and documentation to ensure smooth follow-up and compliance • Share feedback and technical insights with product specialists, manufacturing teams, or vendors to help resolve product issues • Uphold Agilent’s reputation for excellent customer service by following corporate policies and providing professional, customer-first experience

• Perform advanced troubleshooting and repair on assigned equipment. • May also perform installation, validation and maintenance on assigned equipment. • Lead, instruct, and assist less experienced Field Engineers and provide coaching and feedback to team members. • Lead communications with customers and serve as escalation point for customer-related concerns including installs. • Own customer issues from dispatch or identification of issue to resolution. • Proactively engage with other team members to ensure they are aware of status of all issues at all times for their designated customers. • Lead and communicate HQ and Zone or Area-level initiatives. • Co-lead regular team or modality meetings as required. • Partner with the customer and recommend value-added services that will help the customer run their business more efficiently. • Keep up to date on administrative responsibilities such as maintaining customer service logs and internal service records in a timely manner, ordering repair parts, and managing cycle times. • Utilize the GEHC escalation process, as needed, and work closely with region and national support to define and implement corrective action plans to resolve customer issues in a timely manner. • Effectively communicate and partner with teammates and colleagues. • Serve as a member of the account community for key accounts. • Effectively engage commercial counterparts, identify potential sales leads, participate in sales opportunities such as contract renewals, and assist with promoting and implementing revenue programs. • Embody the belief that Customers determine our success by focusing on customer needs and satisfaction, while building on and enhancing the relationship with the customer to ultimately become a perceived partner in their business. • Keep up to date with competitor information and market trends. • Demonstrate strong commercial acumen. • Serve as a key member and leader of the account community for assigned accounts. • Exhibit boundaryless collaboration with Commercial Sales teams and region/zone leadership to support business growth. • Assist Area Service Manager or Director of Service in creating growth and/or deployment strategies. • May include application training of clinical or scientific staff on designated equipment.

• Provide daily on-site support performing installation, upgrade, diagnoses, troubleshooting, and repair of complex equipment and systems. • Provides feedback to Manager and identifies opportunities to promote efficiency in day to day operations. • Deliver technical support to onsite sites utilizing experience performing installations, diagnoses, troubleshooting, service, and repair of complex Illumina instrumentation and systems. • Build and maintain strong relationships across in-district Service and Support teams. • Proficient at installation, repair and maintenance of Illumina platforms. • Troubleshoot a wide variety of complex customer reported problems. • Proactively monitor, schedule, and prioritize tasks to maximize instrument uptime and customer satisfaction. • Responsible for completing post repair/install validation runs as required on all platforms. • Manage all administrative tasks (SFDC case management) in a quality manner and within the established guidelines, making suggestions and changes when needed. • Independently manage account, build and help strengthen customer relationships. • Schedule and perform equipment upgrades and new installations. • Utilize and maintain up to date Service and training manuals, Field Service Bulletins, SOPs and facilitate remote connectivity to customer instrumentation. • Responsible for escalating repairs as needed and primary point of contact for escalation related activities. • Running reports on instrument failures and using data to proactively service instruments in order to avoid costly downtime. • Lead regular meetings with site personal reporting out metrics related to instrument performance, downtime etc. • Partner with NSST and product support for any ongoing sustaining engineering activities (product performance monitoring or product improvement efforts). • Responsible for communicating and overseeing any rotational support locally or from other regions. • Resource to assist other SSE’s in troubleshooting complex issues. • Provide additional onsite training/support to other SSE’s to further develop their skill sets. • Identify opportunities for gaining site efficiencies which will promote a decrease in mean time between repair and increase instrument uptime. • Ensure proper inventory levels of service parts and make changes as needed.