• Establish and implement Tier 2 and Tier 3 support for all stakeholders of DLSA systems, services, and components • Provide user and help desk support Monday through Friday, 8:00 AM to 5:00 PM Central Time • Receive and manage help tickets escalated from the AETC AIS Service Desk AASD for issues requiring deeper technical analysis and resolution • Oversee and coordinate engineering and technical support activities across DLSA-supported systems • Maintain the stability, reliability, and high-performance operation of systems and services • Support a system of systems environment by leveraging both: specialized technical expertise in specific technologies, and broader general IT systems knowledge • Lead or support longer term and strategic technical efforts, including deployment of new capabilities and service improvements • Ensure service desk operations meet required service level agreements (SLAs) • Serve as a key point of coordination for escalated technical issues requiring Tier 2 and Tier 3 intervention

• Partner with Field Sales to provide technical and clinical support for customer appointments, product demonstrations, and evaluations. • Maintain customer relationships by providing ongoing support and follow-up across various hospitals and hospital departments. • Attend patient cases and procedures and advise physicians and clinical teams on our airway and respiratory product line's clinical workflow, benefits, and applications. • Answer various questions regarding clinical airway and respiratory applications and disease processes. • Provide subject matter expertise in product and clinical, technical competencies. • Stay current on current market trends, competitive product offerings, and alternative clinical methods and educate their team members on them. • Achieve and Exceed Region Revenue Targets by generating a high volume of sales activity.

• Serve as a primary point of contact for agents and policyholders via phone, email, chat, and other channels • Handle inquiries related to policies, coverage, appetite, billing, and service requests • Process endorsements, cancellations, and policy updates accurately and efficiently • Strive for first-contact resolution, ensuring a high-quality and timely customer experience • Act as a liaison between Underwriting, Claims, IT, and other internal teams to resolve issues and support requests • Build and maintain strong relationships with agents and customers to drive satisfaction and retention • Monitor and respond to inbound queues (including voicemail and digital requests) in alignment with service standards • Identify trends and provide feedback to improve products, processes, and overall service experience • Participate in ongoing training and cross-functional support to remain agile and effective across responsibilities • Support additional projects and team needs as the business evolves

• Be able to accurately identify, quantify and record piping and equipment associated with the various mechanical systems • Review all bid documents and seek clarifications during the bid process to ensure an accurate bid is assembled • Budgeting, unit pricing, pipe sizing, general code compliance and an understanding of general layout of Plumbing, Piping and HVAC Duct Systems • Concurrently bid/manage multiple projects • Create a detailed estimate with appropriate material, labor & subcontractor selections; alternates and unit pricing when required; and corresponding proposal to identify the bidder's work scope • Survey potential projects and identify best solutions for pricing • Evaluation of vendor and subcontractor proposal to ensure compliance with the job requirements and specifications • Estimating HVAC and plumbing projects and change orders to comply with corporate profit guidelines and project requirements • Provide conceptual design and pricing to support conceptual design for both HVAC and plumbing • Complete system take-offs in accordance with current B&K processes • Consider and evaluate potential value engineering options and costs with the B&K team • Develop project general conditions and other estimate scope summaries, schedules and/or other tools and deliverables as necessary • Participate, when necessary, in bid finalization and review • Supervisory / Budgetary / External communications responsibilities