• Supervision of 4-6 Project Managers and Project Consultants, providing overall support and leadership within the services team. • Meet individually with PM's at least once a week to review projects and provide support to newer team members. • Responsible for creating new hire training, along with ongoing training for the Services Team. • Monitor administrative tasks of the Services team to ensure consistency and accuracy. • Provide escalation support and back up for the Director of Professional Services. • Join calls as needed to provide support to Project Managers when scoping custom specs. • Assist with project assignment process. • Assistance with conducting Scope Review calls with new customers. • Provide additional support for creation of specification documents. • Running professional training sessions - Internal and External. • Provide customers with subject matter and business process consultations. • Understand customer requirements, translating them into refined and specification documents. • Provide resolution to project, implementation or customer issues. • Create project documentation and procedures. • Support customers to strategize and design the integration of StarRez software with other systems. • Testing of products, custom tools or components.

• Ensure the service meets all legal and statutory requirements including (but not limited to) those related to fire regulations, health and safety at work, licensing, trading standards, employment, Care Standards Act and relevant country legislation and that all appropriate statutory notices are displayed. • Ensure that the relevant regulatory and commissioning bodies’ standards are achieved and that all staff are trained to understand and operate at this level. • Ensure that all service user documentation and records are maintained to a high standard in a timely manner, and that a programme of meaningful activities is available to all residents. Implement appropriate systems to ensure compliance with requirements. • Develop and maintain effective working relationships with senior management, peers and functional colleagues throughout the company. • Where required, ensure support/care staff are registered with the relevant body. Ensure that adequate references, appropriate criminal record/disclosure checks and relevant right to work documentation is obtained for all staff so that service users are protected. • Ensure sufficient and appropriate levels and mix of staff are recruited and rostered in accordance with service user requirements at all times. Ensure staff are inducted, trained, motivated and supported to achieve company standards and deliver the highest levels of care and customer service. • Lead the implementation of new services, drives referrals and admissions and share best practice with other sites and the wider team. • Responsible for achieving the agreed budget by maximising income, managing staffing costs appropriately and controlling other costs and expenditure. • Provide support to existing Home Managers in day to day operations ensuring that the service meets the organisational requirements for quality management, health and safety, legal and regulatory requirements, environmental policies and general duty of care.

• Effectively manages a team of remote support technicians across the region and develops employee skill levels, including customer service, process and technical skills to the highest degree possible. • Overseeing the direction of projects, ensuring completion according to the client's requirements, as outlined in the sales proposal. • Oversee the service coordination function for our remote services by ensuring Service Technicians’ training and skill level is appropriately balanced to service customers, and leverage resources across the region. • Function as a regional manager for our services team, as well as be a member of our Services Leadership team focused on developing and deploying our strategies. • Owns the team’s scheduling, dispatching and technician utilization. • Positive outlook with the ability to motivate, influence, and train people. • Evaluate technician headcount and training needs based on agreement base and growth expectations. • Monitors, reports, and positively influences Key Performance Indicators (KPIs) with a focus on customer success and company profitability. • Problem Solver Develops solutions to opportunities that occur throughout a project. • Ensures the correct tools and materials are onsite for job success. • Develops and maintains the team’s work schedules to maximize utilization. • Documents progress reports for visibility along with any other required project documentation. • Analyzes delivery and inventory issues and provides solutions for accuracy. • Elevate the customer experience through identifying gaps in our delivery to customers and lead the team to timely solutions in resolving customer issues. • Plans, directs, and coordinates the distribution of products in compliance with company goals and objectives. • Allocates resources and planning based on performance achievements (KPIs) to ensure adequate resource allocation and drive future expansion as business needs dictate. • Financial responsibility for the service region and its projects. • Interpret monthly key performance metrics to evaluate performance and initiate countermeasure efforts when performance falls below target. • Partners with the Regional Sales Management team to drive business growth and improve customer satisfaction, prioritizing service needs appropriately. • Oversees PO’s, Invoices. Takes ownership of all customer orders regarding order accuracy and service performance. • Maintains Warehouse housekeeping, safety, and equipment maintenance for optimal performance. Must have the ability (required documentation) to travel domestically via aircraft when needed.

• Drive specific product revenue growth by providing focused training and sales development to the field sales organization, global offices, and sales agencies. • Manages the corporate sales targeting process by evaluating markets and promotional opportunities through collaboration with the field sales organization (FSO). • Manage new business target lists and action plans for conversion; close targets to gain new business. • Provides technical expertise to the FSO, including US and Global agents/direct operations, through sales presentations, product demonstrations, surgical case support and maintenance of company products. • Works with FSO to meet existing and potential clients (e.g., physicians, physician office groups at hospitals) to identify their clinical needs, goals, and constraints related to patient care and to discuss and demonstrate how company products can help them to achieve their goals and meet patient/client’s needs. • Work with Regional VP of Sales in determining needs and opportunities in respective territories • Facilitate Agency sales meetings with focus on selling the product line • Co-travel with agents and make sales calls with reps/agents. • Promotes company products to current and potential customers within a defined market by providing clinical education of implant procedures and support for a variety of issues. • Responds to customer needs and complaints regarding products and service by developing creative and feasible solutions or working with other related personnel (e.g., sales, clinical, research, marketing, technical support) to develop optimal solutions. • Provides follow-up support to FSO and customer personnel by disseminating technical information on specific applications. • In conjunction with Sales Training Department, responsible for Sales Training for respective product line(s). • Functions as subject matter expert during sales training events. • Trains and educates FSO and Customers on the merits and proper clinical usage of company products. • Giving presentations and demonstrations using appropriate formats and platforms (e.g., platform training, slides, manuals, etc.) to keep FSO and Customers abreast of new and existing products. • Participate in third-party medical education events. • Typically attends and may oversee surgeries/implants in a clinical setting including labs and operation rooms of hospital accounts. • May perform patient follow-up to assure customer and patient success with the implanted products. • Develops and maintains business relationships with hospital personnel. • Be a team player. • Improve the existing marketing and engineering teams’ selling skills. • Work closely with the marketing personnel to convey field lessons, perceptions and market intelligence gleaned from extensive field exposure. • Provide inputs to annual marketing and training agenda. • Monitor and drive for improved profitability of individual agencies, including inventory turns. • Consignment and loaner policies. • Collaborate with sales leadership on corrective action where necessary. • Collaborate with sales leadership on agent quotas establishment and attainment. • Collaborate with sales leadership to ensure the FSO remains engaged and focused on driving success with the product line. • Determines methods and procedures on new assignments and may coordinate activities of other personnel (Team Lead). • Having wide-ranging experience, uses professional concepts and company objectives to resolve complex issues in creative and effective ways. • Has expert level knowledge of company products and services and may be tasked with introducing new products. • Assist and support other employees, teams, and sales personnel as necessary. • Know and apply the Quality System and any appropriate Federal and International standards.