• Install, maintain, validate and repair Revvity and/or multivendor instrumentation at customer sites with best-in-class service • Provide scheduled and unscheduled corrective maintenance for customers including warranty services within a prescribed time frame and established maintenance protocols • Deliver customer familiarization for instrument operation and maintenance • Communicate service offerings including training, support, software, laboratory services products and field upgrades • Partner with our customers to understand their analytical workflow and application • Expected to travel up to 50% (50% locally in the state of MD and 50% in other states).

• Provide best-in-class front-line support to amplo customers, uncovering the root of customer pain points and ensuring timely and effective resolution of issues. • Serve as a subject matter expert for amplo and Salesforce functionality and best practices, offering holistic solutions aligned with business needs. • Investigate and reproduce technical issues, acting as the liaison between customers and engineering teams when necessary. • Document and communicate solutions effectively, including creating knowledge base articles, training materials, and process documentation. • Collaborate cross-functionally with Customer Success, Product, Engineering, and Sales teams to support customers and operational goals. • Support release management by testing new features, updates, and integrations prior to deployment.

• Providing first-line technical support (through the support platform and remote connection if required) • Provide support by troubleshooting problems and diagnosing and solving hardware or software faults, including procedural documentation and relevant reports if required • Working continuously on a task until completion including escalations and development requests • Responding within agreed time limits to call-outs • Prioritizing and managing many open cases at one time • Open, manage, and follow up until the closure of the RMA process (return merchandise authorization) of damaged material • Constantly improve your performance, meeting the goals assigned by the company and the manager of the department • Guide customers through the CMT Cloud deployment and configuration process • Onboarding and training partners and customers when required • Keep updated on Worldsensing products and solutions • Coordinate the technical services purchased by the customer • Provide technical guidance to sales teams and customers as technical presales point of contact (eg, 3rd party software integrations) • Taking part in new developments and helping the Product team when required • Collaborate with other departments (R&D, Product, Sales, Customer Operations…) on existing and new process deployment when required

• Utilize support tools to assist customers with all aspects of our software via phone, chat, email, and screen-sharing sessions. • Become a product expert and develop creative solutions and workflows that best meet customer needs. • Influence product changes by submitting bugs to our developers and ensuring resolution of bug fixes. • Champion customer needs by sharing feedback and concerns with internal stakeholders.