• Provide IT and OT infrastructure support for APAC sites, mainly remote • Handle escalated and complex technical issues related to infrastructure • Support and participate in regional IT/OT infrastructure projects • Ensure consistency, stability, and performance of network, server, and endpoint environments • Collaborate with Global Service Desk, vendors, and Regional IT teams • Maintain technical documentation and support knowledge sharing initiatives

Title: Technical Support Representative I (Remote), 12-Week Temp Location: United States Job Description: HME has been creating innovative products for the drive-thru and pro-audio industries since 1971. From the very beginning, we've known these solutions would never have happened without the customer-focused people who make up our company. HME has a team environment with a culture of collaboration, learning, and growth. With subsidiaries located in California, Missouri, Canada, UK, India, and China, companies around the world depend on HME for clear, reliable communication solutions. From setting the standard for drive-thru headsets and timer systems in the quick service restaurant (QSR) industry to developing professional audio equipment used in the Olympic Games, HME strives to create the newest, most innovative products on the market while providing quality care and attention to its customers. Come join our team! HME is currently looking for a Technical Support Representative, Temporary (12 weeks), 100% remote, for our call center. The Call Center is open Monday through Friday from 5 AM to 7PM and Saturday through Sunday from 7 AM to 3:30 PM/PST. Candidates must be willing to work a flexible 40-hour work week, and reside in one of the following states: Arizona, Florida, Texas, Missouri, California. Relocation support is not provided for this role. What you will do in the position: - Answer incoming calls from customers and installers - Provide operation, troubleshooting, maintenance, and installation support - Promote and maintain positive customer relations - Provide troubleshooting and repair support to installers and customers over the telephone - Instruct installers and customers in equipment installation, operation, and maintenance of equipment and their responsibilities - Administer service programs to effectively correct service issues - Dispatch installers to perform onsite service to customers with problems beyond the scope of telephone troubleshooting - Prepare and maintains daily logs and records - Identify and makes recommendations for product improvement - Training will be provided What you will need to succeed in this position: - Prior customer service and/or troubleshooting experience in a call center or office environment is preferred (minimum of 12 months) - Excellent verbal and written communication - Proven excellent attendance history in your previous employment - Computer literacy in various applications including e-mail, MS Office Suite, and customer databases - Must have flexibility with shifts, including weekend coverage Pay Rate is $19.00 - $21.00/hr. and this is the pay range we reasonably expect to pay for the role. This may vary depending on experience and other factors. At HME you will have the opportunity to learn and grow while developing our future products. Our benefits package includes tuition reimbursement; 3 weeks paid vacation your first year, paid holidays, medical, vision and dental coverage, pet insurance, life insurance, and 401K contributions. The physical demands and work environment described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job. The employee must regularly lift and move up to 10 pounds.

• Act as a key layer of support team • Communicate availability to IT Support Associates • Self-sufficient with proactive/reactive tickets • Resolve and escalate support tickets as needed • Review and action on Brightgauge dashboard KPIs • Develop knowledge of internal systems and client solutions • Provide training to IT Support Associates and new employees

Role Description The Automation Technical Specialist (ATS) primary job function is to serve as the subject matter expert and provide automation hardware solution implementation services located in large core clinical laboratories. - Implementation consists of leading a localized team of service specialists to provide on-site services to receive and accept the product shipment, transport to the laboratory location, assemble and test the automation solution prior to turning over the solution for the informatics implementation. - Utilize and develop consulting strategies and tools that will increase the automation solution strategies for long term customer partnership commitments. - This individual will apply their advanced technical automation, service, and analyzer knowledge to facilitate efficient and customer centric implementation services within the clinical core lab environment. - This individual will be the liaison between the customer, local field service, and ADD project manager during the implementation phase and will provide supplemental automation product training to the local field service team during the hardware implementation. - Must be able to multi-task and coordinate with a complex network of departments throughout all levels of an organization such as sales representatives, lab managers, project managers, construction contractors, facilities directors, internal and external vendors and contractors, and senior level management as needed. - Responsible for implementing and maintaining the effectiveness of the quality system. - Adheres to and promotes the Abbott Code of Business Conduct. - This position will provide subject matter expert level support to the local field service teams post implementation for any support escalations. - The Automation Technical Specialist will also be the subject matter expert for all new automation hardware product launches and/or instrument additions into existing automation sites and will train the local field service teams as needed for those new features. - Maintain fiscal responsibility and complete each year under expense plan with primary goal of exceeding each year’s work plan. Qualifications - Bachelor’s degree required with preferred areas in technical systems or related field. - Candidates must demonstrate strong knowledge of general automation systems, instruments, or product field service experience, and have demonstrated successful customer service performance. - Knowledge of regulations and standards affecting IVDs and Biologics. - Minimum of 2-5 years of formal instrument and/or automation field service experience is required. Requirements - Familiarity with laboratory workflow and operations preferred. - Experience with ADD's instrument systems is a strong plus. - Excellent communication, organization, project management, consulting knowledge, and attention to detail required. Benefits - Career development with an international company where you can grow the career you dream of. - Employees can qualify for free medical coverage in our Health Investment Plan (HIP) PPO medical plan in the next calendar year. - An excellent retirement savings plan with high employer contribution. - Tuition reimbursement, the Freedom 2 Save student debt program, and FreeU education benefit - an affordable and convenient path to getting a bachelor’s degree. - A company recognized as a great place to work in dozens of countries around the world and named one of the most admired companies in the world by Fortune. - A company that is recognized as one of the best big companies to work for as well as a best place to work for diversity, working mothers, female executives, and scientists.