Hours: 11:30am - 8:00pm EST Summary: Provide subject matter technical and customer assistance to clients on the implementation and configuration of new and existing customers using the company's proprietary document management, and composition system: ArcReporting. The objective of the Service Delivery Associate is to support our proprietary online financial reporting application, ArcReporting. This application produces quarterly, semi-annual, and annual reports for mutual funds and other investment companies. The Service Delivery Associate will work directly with the clients providing technical services. The Service Delivery Associate will be responsible for understanding the flow of data and the interconnectedness of mutual fund financial information and how it flows through the platform. Responsibilities: Work closely with customers to gather requirements and set up accounts on the company's proprietary document management and composition platform. Configure systems/templates for new clients to meet specific requirements. Provide day to day service of the systems for the customer and answer questions or assist in resolving data and formatting issues, provide recommendations on new/unique situations pertaining to styles or data, and process more difficult changes/requests. Troubleshoot client issues with the systems and work to resolve functionality related issues and escalate technical issues to the appropriate response teams. Data mapping and processing (includes understanding and writing of business rules as it relates to client data) Statement building (ensuring proper flow of data from databases to automated output-ready statements) Provide training to clients regarding the use, functionality and navigation of the systems and system functionality enhancements. Prepare general use guides and develop client specific documentation and templates. May assist with version upgrades and UAT testing to ensure a seamless product migration. Provide feedback on product functionality enhancements based on interactions with customers Performs other related duties and participates in special projects as assigned. Qualifications: Bachelor's degree OR demonstrated ability to meet the job requirements through a comparable number of years of work experience. Minimum 2 years' of professional work experience in Financial or Information Systems Experience in client support or customer facing role Preferred Skills: Able to consistently apply applicable policies, procedures, regulations, and program objectives when carrying out the duties of the job. May provide oversight of work conducted by junior level staff and/or review/audit work for accuracy. Must have advanced knowledge of technology to include computers and software programs such as MS Office word processing, spreadsheets or other programs specific to financial reporting in order to complete job duties successfully. Must have excellent oral and written communication skills to communicate effectively across departments when completing assignments. Must have strong organizational skills with ability to manage deadlines and prioritize workload and make adjustment to meet business needs. Must be able to work weekends and holidays if needed. Experience with customer support and ticketing system (Zendesk)

• Provide fuel cell service during field visit dispatches • Operate a service vehicle safely • Create daily workflows for oneself from a list of scheduled tasks ( regularly assigned to work autonomously ) • Manage on-site preventative maintenance, repair, test, and diagnostic tasks • Follow company procedures and protocols • Diagnose errors or technical problems and determine/implement proper solutions • Cooperate with a technical team and share information across the organization • Comprehend and follow customer access requirements • Maintain service vehicle and spare part inventory • Maintain/build positive relationships with customers • Produce timely and detailed service reports as required • Other responsibilities as assigned

• Performs field service as advised by the call dispatch staff/system • Carries out repairs, preventative maintenance, qualifications, and installation including IQOQ of instrumentation and their accessories • Provide onsite user training on defined product groups • Organizing routine maintenance allocated monthly • Ensures that all documentation, circuit diagrams, Service Data Bulletins and manuals are of the correct revision to undertake service on specific instrument types • Maintains ancillary documentation e.g. Safety Manual, Procedures Manual to the highest standard with regular reviewing of manuals provided in accordance with the Quality Management System • Align personal working practices with the department’s performance targets • Makes returns of all fully completed service documentation, Service Reports, Time Sheets, Expenses Claims, Motor Vehicle Log Sheets etc, on a weekly basis or as required

• Travel to customer sites on a moment’s notice to perform troubleshooting and repair functions • Complete a Field Service Report for each customer service call • Troubleshoot, repair and maintain robot controllers, electrical control devices, mechanical units, transfer devices and peripheral equipment • Maintain a service tool kit and documentation to facilitate rapid customer response • Provide telephone-based troubleshooting support to customers to resolve robot or related peripheral equipment operational problems on as needed basis • Robot and system programming and path editing of robot and related peripheral equipment to restore, maintain or optimize system performance • Conduct the electrical/hydraulic pneumatic debug, peripheral device programming, machine PLC programming, coordinate the machine debug, power-up, and machine validation • Install and repair industrial electronic equipment including I/O networks, data highways, variable speed drives, process control equipment, for a wide variety of automated control systems ranging from simple on-off control to robotics