• Manages a team of individual contributors and/or supervisors with well-defined, limited scope, overseeing day-to-day activities, with fairness and consistency in a timely manner, ensuring compliance with the organization’s policies and procedures. • Defines the scope of work of teams providing remote (offsite) service, customer access, pre-sales, post-sales, or service delivery to address a range of business systems and applications issues for customers. • Provides services across standard, specialized, or complex systems, and may take on roles involving project leadership, management, sponsorship, or participation. • Engages in setting up performance objectives, assembling project teams, resource allocation and ensuring the successful execution of diverse technical systems and processes. • Collaborates with cross-functional teams to identify and implement process improvements and policy development, also actively engaging in their design and implementation. • Guides the team in defining program objectives and KPIs and setting expectations for implementation across various business groups, fostering creativity and motivation. • Develops budgets with significant input from higher-level managers and ensures project adherence to budgetary constraints. • Acts as subject matter expert, identifies opportunities for process improvement and policy development and recommends changes in alignment with business tactics and strategy. • Performs talent management responsibilities including recruitment, performance management, coaching and career development.

• Provide best in class Engineering remote support diagnoses for external and internal customers. • Responsible for implementing part or all the technical solution to the client, in accordance with an agreed technical design and following the Remote Technical Support processes. • Remote resolve technical issues from end user’s contacts and proactive notification systems (Predictive Press Care), which includes product features, specifications, parts info and compatibility, maintenance routines, educational programs and technical aspects in general. • Integration between different department in the company in order to provide End to End professional complete solution to the customers. • Trigger an onsite interaction (parts and/or field dispatch) if the issue cannot be fixed remotely. • Provide ongoing ideas on improvement in the field of remote Engineering. • Integrate technical knowledge and business understanding to create solutions for customer.

• Supporting international business operations to include special projects focused on business operations and process improvements. • Researching and reporting requirements to conduct business internationally. • Providing inputs to International Business and Risk Reviews, contract proposal activities and awards, and program readiness efforts. • Assisting with the development and maintenance of training materials • Analyzing data and developing metrics that support business development activities. • Developing processes, templates, and guides for use across functions and program teams. • Developing communications and content for distribution through Corporate Communications channels. • Drafting IBO announcements and country updates for publication on the IBO portal. • Supporting new country expansion efforts and contributing to the company’s knowledge base as global operations grow. • Maintaining ongoing operational data, including footprint metrics for proposals and IBO SharePoint portal content. • Assisting with the development of briefs for senior leadership. • Participating in readiness reviews, responding to IBO‑related questions, and supporting PM staff with IBO guidance and resources.

PURPOSE AND SCOPE: The Support Technician provides in-depth support to diverse customer telephone inquiries of applicable devices within the assigned function(s). The incumbent communicates broad operational and technical support to diverse audiences to effectively resolve problems on an ongoing basis. In this capacity, the Support Technician provides outstanding customer service through effective and timely communication. PRINCIPAL DUTIES AND RESPONSIBILITIES: - Address and resolve complex operational and/or technical issues by providing effective customer service of applicable devices within the assigned function(s). - Ensure data accuracy and integrity throughout the documentation process of all customer contacts in applicable systems. - Maintain various confidential patient and/or health information in compliance with company policies and procedures, HIPAA and other regulatory requirements. - Maintain current knowledge of applicable devices and/or troubleshooting techniques to continually provide effective customer service in a clear and concise manner; demonstrating broad knowledge and sound judgment in the resolution of diverse operational and/or technical issues. - May be required to have familiarity on the effective management of diverse testing/and or calibration tools within the assigned function(s). - Provide backup support for diverse positions within the assigned function(s) as required. - Act as a technical resource for cross-divisional teams and/or internal customers. - Establish and maintain strong relationships with internal and/or external customers through effective understanding and interpretation of established company policies and procedures during all customer interactions. - Mentor other staff as applicable. - Assist with various projects as assigned by direct supervisor. - Other duties as assigned. Additional responsibilities may include focus on one or more departments or locations. See applicable addendum for department or location specific functions. PHYSICAL DEMANDS AND WORKING CONDITIONS: - The physical demands and work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. - Must be available for inclusion in a rotating 24-hour call coverage schedule. - Must be available to work overtime as required. - Occasionally lift and/or move up to 30 pounds. - Travel may be required. EDUCATION: High School Diploma required; Associate's Degree desirable EXPERIENCE AND REQUIRED SKILLS: - 2 - 4 years' related experience. - Demonstrated experience in a customer service, call center or clinical environment required; dialysis equipment experience preferred. - Fluency in Spanish preferred. - Strong computer skills with demonstrated proficiency in word processing, database, spreadsheet and email applications. - Possess logical and critical thinking skills to effectively resolve diverse problems in a clear and concise manner. - Strong time management skills with the ability to multitask concurrent priorities in an organized manner. - Excellent customer service skills to productively handle confidential information with a high level of professionalism, discretion and tact. - Strong oral and written communication skills to effectively communicate with diverse audiences and/or all levels of management. The rate of pay for this position will depend on the successful candidate’s work location and qualifications, including relevant education, work experience, skills, and competencies. Benefit Overview: This position offers a comprehensive benefits package including medical, dental, and vision insurance, a 401(k) with company match, paid time off, parental leave. Fresenius Medical Care maintains a drug-free workplace in accordance with applicable federal and state laws. If your location allows for pay/benefit transparency, please click the link below to request further information on this position. Pay Transparency Request Form (smartsheet.com) Fresenius Medical Care is an equal opportunity employer and does not discriminate on the basis of race, color, religion, sexual orientation, gender identity, parental status, national origin, age, disability, military service, or other non-merit-based factors