• Providing Level 1 technical support (verbal and written) for the Company’s software products (IAMQC, MSDRx) and related applications to both external and internal customers. • Handling customer support inquiries, conveying customer feedback to Product Management, Quality, and Marketing teams. • Document customer issues, actions, and resolutions within Salesforce Case files. • Collaborate with cross-functional teams to manage inquiries and improve processes for efficient and timely responses. • Manage and track customer inquiries to ensure timely resolution.

• Working collaboratively with the wider organisation to provide exceptional service to our customers. • Services include corrective & preventative maintenance, commissioning & installation of equipment and software & hardware upgrades. • Actively participating in the sales process and providing expert technical support throughout the entire life cycle of our customer relationships (from pre-sales through to implementation and post-sales support). • Taking a lead in managing and supporting technical escalations through to resolution ensuring all stakeholders are continually updated on progress according to the company process. • Providing best-in-class service to our customers with technical support, maintenance, and repairs on equipment by determining the most cost-effective repair/solution to minimize customer downtime. • Maintaining a high level of knowledge through continual training and development and keeping up to date of new technologies relevant to your area of focus and take on new technology. • Be able to work reasonable additional hours outside business hours at such times as are necessary to efficiently and effectively carry out the job role as defined by Philips from time to time due to the criticality of the equipment, this will include on call support.

• Own and resolve escalated technical support issues, including integrations and complex product behavior • Troubleshoot across systems, APIs, and third-party tools to identify root causes • Act as the primary liaison between Support, Product, and Engineering on technical issues • Clearly document issues, reproduce bugs, and communicate context to internal teams • Ensure timely resolution and consistent follow-through on all escalations • Support pre-sales conversations by answering technical questions from prospects • Partner with Customer Success during onboarding to guide customers through technical setup • Identify recurring technical issues and drive improvements to: - Documentation and help center content - Internal troubleshooting workflows - Product feedback loops • Maintain clean, accurate records in support and CRM systems

Lead Technical Support Engineer Are you a highly motivated, creative individual and passionate about sales and proposals? Would you like to be a part of successful team? Join our team! Baker Hughes is the leading energy technology company, who delivers across the energy value chain through our market-leading business segments. Built on a century of experience and conducting business in over 120 countries. Our innovative technologies and services are taking energy forward! Making it safer, cleaner and more efficient for people and the planet. Partner with the best As a Lead Technical Support Specialist for Baker Hughes, you will be tasked with providing complete customer support and resolution of technical issues. This includes active, online system troubleshooting and issue resolution for Cordant hardware, software, Cloud computing, IoT, and services products. The Technical Support (TS) centers are located strategically around the globe to provide support to customers world-wide. TS provides expertise through their knowledge of the products and close relationship with technical supporting staff. They are our face to the customer when customers are looking for deep technical support and timely issue resolution As a Lead Technical Support Engineer, you will also be responsible for: • Treat all HSE topics and Safety as top priority. • Provide strong customer issue resolution with all available resources, your technical expertise and cross collaboration with your global peers and sustaining team. • Work hand in hand with customers, sales, services, and engineering to solve complex technical issues. • Utilize modern case logging tools to ensure proper case tracking and timely case closure. • Diagnose Hardware and Software problems. • Provide technical direction, and assistance to the customer, user, and other service personnel in the diagnostic and long-term maintenance of Bently Nevada Hardware and Software. Fuel your passion! To be successful in this role you will: • Have bachelor's degree in STEM Field (Science, Technology, Engineering) from an accredited college or university (10+ years of practical field, engineering, product sustaining, and/or equivalent experience working with condition monitoring hardware and software solutions). • Have strong written and verbal communication skills to convey technical concepts to business and technical personnel in English Language. • Have knowledge of industrial plant machinery operation and controls, DCS, SCADA, machinery protection, management and condition monitoring systems. Desired Characteristics: • Able to work remotely, independently, and to prioritize, organize work, and meet deadlines. • Experience with IoT and modern cloud computing. • Machinery Knowledge (Steam Turbine, Compressors, Gas Turbine, Pumps, Motors). • Team player-working closely with product line, customer experience, services, sales, engineering technology, and other online support teams. • Ability to obtain certifications (including safety training) for customer site entry if needed. Work in a way that works for you We recognize that everyone is different and that the way in which people want to work and deliver at their best is different for everyone too. Working flexible hours - flexing the times when you work in the day to help you fit everything in and work when you are the most productive Working with us Our people are at the heart of what we do at Baker Hughes. We know we are better when all of our people are developed, engaged and able to bring their whole authentic selves to work. We invest in the health and well-being of our workforce, train and reward talent and develop leaders at all levels to bring out the best in each other. Working for you Our inventions have revolutionized energy for over a century. But to keep going forward tomorrow, we know we have to push the boundaries today. We prioritize rewarding those who embrace change with a package that reflects how much we value their input. Join us, and you can expect. Contemporary work-life balance policies and wellbeing activities Comprehensive private medical care options Safety net of life insurance and disability programs Tailored financial programs Additional elected or voluntary benefits The Baker Hughes internal title for this role is: Services Specialist - Technical SupportAbout Us:We are an energy technology company that provides solutions to energy and industrial customers worldwide. Built on a century of experience and conducting business in over 120 countries, our innovative technologies and services are taking energy forward – making it safer, cleaner and more efficient for people and the planet. Join Us:Are you seeking an opportunity to make a real difference in a company that values innovation and progress? Join us and become part of a team of people who will challenge and inspire you! Let’s come together and take energy forward. Baker Hughes Company is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other characteristics protected by law.