Role Description The Remote Field Services Team Leader I serves as the primary point of contact for our Remote Field Technicians and Field Services Leadership. Their primary role is to ensure the team's productivity, effectiveness, and the highest level of customer service in strict accordance with Stefanini's core values and reputation for best-in-class service. The Remote Field Services Team Leader I has a crucial part in promoting team cohesion, promoting a supportive work environment, and implementing strategies to achieve business objectives. This role requires strong leadership skills, excellent communication, and the ability to adapt to remote work dynamics. Responsibilities - Deliver support for assigned account(s). - Acts as a Single Point of Contact (SPOC) for all Remote Technical Support technicians and Stefanini Field Services Leadership. - Takes ownership, investigates and follows-up on escalations. - Liaison with accounts for workload balancing. - Reporting on progress, issues and problems to Service Delivery Manager; giving suggestions to optimize service offered and work processes. - Ensure each of the Remote Technical Support technician meet their required goals including schedule adherence, attendance, policy adherence, conduct, and performance. - Implements, monitors, and adheres to Best Practices. - Responsible for Remote Technical Support technician hiring, onboarding, coaching, counselling, feedback, disciplinary issues, and positive recognition. - Coordinates ongoing training and identify training requirements. - Writes employee performance evaluations, delivers merits, and performs other administrative tasks. - Assists with innovation and transformation of the RTS Shared Services. - Drives root cause analysis and opportunities for improvement. - Attends and participates in company meetings. - Performs other duties as assigned. Qualifications - Bachelor's degree in Information Technology, Computer Science, or related field. - 3-5 years of experience in IT Field Services, with at least 1-2 years in a supervisory or team lead role. - Strong knowledge of IT infrastructure (hardware, software, networks). - Experience with ITSM tools (e.g., ServiceNow, Jira, or similar). - Service management certifications such as ITIL foundation, Six Sigma advantageous. - Exposure to enterprise client environments. - Strong coordination skills for multi-site or regional support operations. - Excellent leadership, communication, and stakeholder management skills. - Willing to embrace innovative tools and technology such as AI and IT health monitoring software to expedite resolution and enhance customer experience. - Excellent verbal and written communication skills. - Willingness to work on-site, support shifting schedules, and handle escalations.

A global leader in applied safety science, UL Solutions (NYSE: ULS) transforms safety, security and sustainability challenges into opportunities for customers in more than 110 countries. UL Solutions delivers testing, inspection and certification services, together with software products and advisory offerings, that support our customers’ product innovation and business growth. The UL Mark serves as a recognized symbol of trust in our customers’ products and reflects an unwavering commitment to advancing our safety mission. We help our customers innovate, launch new products and services, navigate global markets and complex supply chains, and grow sustainably and responsibly into the future. Our science is your advantage. If you like getting out and about, you’ll love being part of our Field Engineering team. We travel to companies and manufacturing facilities all over the world to carry out risk-based inspections and ensure the integrity of existing certifications — we perform over 3,000 site visits every single day. It could be testing the fire doors at a school, checking a fire truck or even inspecting the New Year’s Eve ball in Times Square. Every day’s different and there’s always a new challenge to face. If you love an adventure, join our team and take your career to new and exciting places.

• Responsible for meeting daily service repair needs and driving customer satisfaction • Installs, repairs and maintains equipment in the field; provides customer training as required • Documents all inspections, maintenance, repair work and submits paperwork in a timely basis • Order, install, and return parts and manage repair parts cycle time • Review all logs for open issues and prepares formal reports to customers • Participate in Service Sales opportunities • Maintain and calibrate tools and test equipment • Assess product/equipment performance based on field support data • Offer technical support to customers and other service professionals

• Perform duties to install and provide on-demand/scheduled service and training for all general-purpose equipment with a wide variety of industrial and customer specific application machines. • Perform daily task in accordance with all Safety regulations and protocols. • Completes all safety related training on time and to expectation. • Ability to timely, accurately, and effectively document daily service activities and expenses in the appropriate recording system. • Identifying complex problems relating to customer and/or machines, reviewing related information to develop and evaluate options and implement effective and strategic solutions. • Read and interpret complex blueprints, wiring diagrams and schematics as required for installation, repair, special upgrades and retrofits of customer equipment. • Technical support and training to Signode Technicians. • Monitor and manage their schedule service calls for accuracy and completion. • Diagnose and troubleshoot equipment breakdowns involving mechanical, hydraulic, pneumatic, electrical and electronic functions, preventative maintenance calls, disassemble units, replace defective parts. • Make adjustments and test for proper operation on designated equipment assigned. • Under supervision, coordinate proactive pre-installation meetings with customers to review installation procedures and both company and customer responsibilities, inspect sites for product compatibility and install, adjust and test equipment. • Proactively report and follow up on potential unsafe conditions and suggest effective solutions. • Maintain effective customer relationships via professional explanations of product failures, nature of problem and recommended corrective actions. • Communicate essential information on a timely basis to key stakeholders such as customers, management and engineering. • Intermediate PLC knowledge to troubleshoot and repair equipment programmable logic controllers. • Identify upgrade and retrofit opportunities and notify appropriate parties to assist in quotation proposals. • Design and conduct training programs for repair and/or preventative maintenance. • Prepare comprehensive, non-conformance reports and service bulletins. • Work with Regional Service Manager to assist on appropriate inventory sourcing levels and specific parts as it pertains to their assigned equipment.