• Provide operational support for primary revenue-generating applications, participating proactively in incident resolution • Respond to support tickets and user inquiries with timely, effective solutions • Monitor system performance and proactively identify potential issues with applications and infrastructure • Document technical procedures, troubleshooting steps, and knowledge base articles • Create and maintain end user documentation for internal applications • Collaborate with platform engineering team on incident response and system improvements • Assist with user onboarding and training on systems and cloud platform access

• Provide remote support to customers via phone, web, and email. • Take ownership of customer issues and handle problems through to resolution. • Research, diagnose, troubleshoot, and identify solutions to resolve customer issues. • Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams. • Prioritize and managing open escalation cases. • Provide accurate and prompt updates to customers. • Manage technical escalations and participate in conference calls. • Some weekend coverage as required • Participate in cross regional/functional swarming support model • Document knowledge in the form of knowledge base articles.

• Provide remote technical support to customers according to contractual response times • Utilize remote tools such as RSvP, SynerGE, “Gameplan”, CRU process to drive service effectiveness • Support Field Engineers utilizing innovative technology solutions to drive productivity and quality • Be part of an integrated “One Service” response team within the field to include regular on-site, face-to face engagement with team to support installations and customer escalations (CSOs) as appropriate • Contribute knowledge and maintain the current KMS (Knowledge Management System) • Contribute to the improvement of productivity tools through idea generation, workout attendance, and small projects as required • Act as change agent/field "expert" for these programs and monitor NPI product performance • Gather data and share information with Modality Engineering groups to drive product quality and serviceability • Identify field process improvements that drive first call resolution excellence • Support field-based technical training and instructor lead training at HCI as needed and drive use of remote diagnostic troubleshooting tools to qualified field personnel

• Allocate appropriate resources to ensure the overall high support service quality for system installation and ongoing service • Ensure timely response to customer and be fully responsible for customer satisfaction • Accountable for the excellent on-going customer relationships with assigned accounts or accounts in the assigned territory • Proactively read customer needs and provide value-added services to customers • Manage and ensure the timely and accurate reporting of open calls in Open Up Time system in accordance with company policy • Responsible for the spare parts management and maintenance according to the company policy • Initiate identify and lead improvement projects to achieve company objectives • Responsible for newcomer, coaching and development to raise the new employee competency to achieve company objectives • Complete employee performance evaluation process and goal setting before deadline • Participate and take on additional assignments and projects as required • Paperwork, return CSR, close request, and return unusable part in time