• Ensure machines are performing to customer expectations • React to machine issues in the field within an appropriate timeframe and ensure prompt resolution where an easy fix is not possible, ensure customer is well informed of the plan and potential costs • Problem solves for operational or mechanical efficiency • Troubleshoot machine problems and/or performance issues through to resolution • Perform preventative maintenance to include undertaking pre-season and post-season servicing of machines, and work to enhance ongoing performance [of] the machines • Complete removal and installation of mechanical components such as shafts, bearings, belts, motors • Work collaboratively with engineering and/or research and development to improve work instructions and/or assist in the writing and editing of “build as” assembly and testing procedure documents • Maintain close relationship with sales leadership by providing customer updates and advising on any potential sales opportunities or customer concerns for follow-up action(s) • Maintain close relationship with customer care centre (CCC) team and provide regular updates • Actively contributes to continuous improvement activities • Ensure use of company tools and equipment is done correctly and are maintained to a level to prevent unnecessary or premature deterioration • Assist with training and development of new Field Service Engineers, as requested • Address or escalate customer complaints; ensure these are investigated or resolved, where possible, in a timely, clear and professional manner • Proactively work with customers and internal stakeholders to successfully complete projects (e.g., research and development site testing, refurb, refit or upgrades) • Regularly report on progress made with the customer activity plan and call cycle plans • Act as the voice of the customer in the value chain to improve products systems and services, by reporting on feedback and comments received in the field leadership, research and development, or sales • Perform customer training, as required • Promote a “Safety first” culture throughout the company, our customers, and our industry

• Performing customer support activities involving the installation, modification, and repair of complex equipment and systems • Conducting on-site installation and testing of equipment to ensure proper working order • Isolating equipment start-up malfunctions and taking corrective action • Managing resources, maintaining schedules, and coordinating all repair activities • Working in a customer environment with systems operated in a 24/7 environment

• The safe, proper, and efficient installation, commissioning and/or service of Somic machinery at customer’s facility and in-house, ensuring overall customer satisfaction. • Ensures cooperation and information flow between departments such as Sales and Engineering. • Troubleshooting of mechatronics, electrical controls and mechanical • Setting and fine tuning of the parameters regarding customer arrangements and blank specifications • Understanding mechanical movements, timing and positioning; know how adjustments impact other areas and functions of the machine. • Provide detailed documentation, including daily reports and weekly service reports. • Complete preventive maintenance, maintenance, and repair work at the customer locations • Serve as Project Manager and Tech Support while on-site during installations • Competent and consistent communication with customers on-site • Administrative tasks, per checklist and documentation • Training customer personnel on-site • Installation and set-up of SOMIC equipment • Ensures customer satisfaction of all services provided • Complete equipment performance analysis and recommendations for improvements • Safe working habits in all facets of the job. • Professional representative of SOMIC with current and potential customers • Perform PLC, HMI programming, and logic adjustments in conjunction with Engineering. • Required travel 75%-90%

• Conduct preventive maintenance and resolve technical issues remotely and on-site • Lead training efforts and perform commissioning and testing of the AutoStore system • Ensure high system availability and customer satisfaction • Deliver training for end users and customer maintenance teams • Maintain strong customer relationships through troubleshooting and rapid issue resolution