• Lead, mentor, and develop a growing team of Field Service Engineers to ensure exceptional customer service and technical excellence. • Build and scale field service processes, documentation, and best practices as the organization expands. • Forecast staffing needs and support hiring, onboarding, and training of new team members. • Provide performance feedback, support career development, and foster a culture of accountability and continuous improvement. • Collaborate cross-functionally with Engineering, Product, Quality, Sales, and Clinical teams to ensure robust, consistent field operations and to ensure all pipeline products are designed with serviceability in mind. • Deliver expert-level service, troubleshooting, repair, and maintenance of advanced surgical robotic systems at customer sites. • Serve as a technical escalation point for the team; resolve complex issues and guide root-cause analysis. • Support new system installations, upgrades, validations, and field testing of emerging technology. • Ensure timely service delivery, compliance with safety and regulatory requirements, and exceptional surgeon/hospital staff experience. • Collect VOC (voice of customer) insights and communicate field trends to internal teams for product improvement. • Oversee service metrics such as uptime, response time, throughput, and customer satisfaction. • Manage inventory, parts forecasting, and service-related logistics within designated region(s). • Maintain accurate service records and ensure adherence to all service policies and procedures for yourself and your team. • Help drive readiness for product launches, new clinical indications, or expanded service territories.

• Responsible for the leadership and management of field-based Connected Health service team. • Assists the sales force with positioning digital health products and service solutions to meet the customer requirements. • Responsible for determining customer needs, developing account specific strategies, creating customer commitment to change, and building the value of ADC's digital solutions, resulting in the foundation for a smooth implementation and long term customer satisfaction. • Leads the Connected Health Integration Executives and is a resource to the commercial sales teams to drive product adoption with customers nationwide. • Take leadership role to formulate service sales strategy; proactively identify problems/obstacles and bring them to management attention with options for mitigation. • Effectively communication with sales and support teams through regular team meetings to develop best practices, and to motivate them to sell services.

• Develop and execute logistics strategies across global origins and destinations • Ensures the timely, cost-effective, and compliant movement of goods • Drive continuous improvement initiatives to optimize cost and service levels • Build and maintain strong relationships with global suppliers and logistics providers • Lead and develop a best-in-class inbound logistics team • Manage contracts and monitor vendor performance to meet service and cost objectives • Track and analyze KPIs for cost, service, and compliance • Provide operational and strategic performance reporting to senior leadership • Collaborate with internal teams to align inbound logistics with overall company goals • Support technology adoption to enhance visibility and operational efficiency

• Monitor and triage all incoming support requests logged in various IT tracking systems (e.g., Freshservice, custom issue log, direct requests from stakeholders) • Validate request completeness and ensure all required details are captured • Assess each incident for severity, business impact, and completeness • Determine appropriate priority based on facts provided in the incident • Identify incidents vs. enhancements and route accordingly • Assign incidents to the proper resource or team (IT Support, 3rd Party Partners, ERP/Business Applications) • Confirm resolution quality, validate with requestors, and keep incident tracking systems clean by closing tickets • Analyze incident trends, root causes, and recurring issues; propose problem management initiatives • Partner with teams to improve incident prevention, monitoring, alerting, and automation • Work across all areas of IT: traditional IT support (end-user, infrastructure), software development (applications, integrations), and ERP configuration/support • Collaborate with Product Owners and Business Analysts to align incident handling with business priorities