• Provide on-site and off-site professional services to Genetec customers and Partners • Provide installation, audit, assessment, maintenance, and support of Genetec systems at client sites • Act as a primary on-site and remote technical point of contact for key projects • Develop and maintain a strong relationship with new and existing customers • Develop and maintain an extensive working knowledge of Genetec's solutions • Properly document all activities and anomalies encountered in the Genetec Systems • Ensure timely escalation of critical customer related issues through proper channels • Provide functional requirements based on customer feedback to facilitate product Improvement • Provide an open forum for questions regarding strategic plans, best practices, and advice • Document on-site or remote service interventions

• Perform regular maintenance and repair work on laboratory equipment and systems to ensure optimal performance and extended service life • Identify and analyze technical faults in devices and systems, troubleshoot, and carry out necessary repairs • Install and commission new equipment, including training laboratory personnel in correct use and operation • Provide technical assistance and advice to customers, ensuring a high level of service and satisfaction • Accurately record all work performed, including service reports and technical documentation • Manage procurement, replacement, and inventory of spare parts as required • Ensure all equipment complies with relevant quality standards and regulatory requirements • Coordinate delivery and installation of equipment to laboratories or medical practices • Support the sales team by participating in national trade fairs and conferences and maintaining close collaboration with sales colleagues

• Work on-site with customers to identify opportunities for operational improvement and eliminate pain points. • Perform field service tasks, including identifying technical issues and conducting on-site troubleshooting within certified areas. • Execute installation and commissioning, maintenance, repairs, extensions, upgrades, retrofits, end-of-life services, and replacements. • Support the certification process of Associate Field Service Technicians and Field Service Technicians. • Coach technicians and supervise complex site activities. • Act as trainers when needed, for team members and customers. • Prepare material lists for service activities and ensure all materials, parts, and equipment meet quality standards and are available. • Proactively identify potential equipment failures and recommend corrective actions. • Contribute to customer satisfaction by building and maintaining positive relationships. • Identify potential new sales opportunities while addressing customer needs and communicate them internally. • Identify opportunities for product and quality improvements. • Provide recommendations to management for improving operations and customer service. • Follow safety protocols and maintain safe work and environmental practices. • Report unsafe practices and incidents.

• Work on-site with customers to identify opportunities for operational improvement and eliminate pain points. • Perform field service tasks, including identifying technical issues and conducting certified on-site troubleshooting. • Prepare material lists for service activities, ensuring all materials, parts, and equipment meet quality standards and are available. • Execute installation and commissioning, maintenance, repairs, extensions, upgrades, retrofits, end-of-life services, and replacements. • Build and maintain positive customer relationships to enhance satisfaction. • Identify potential new sales opportunities while addressing customer needs and communicate them internally. • Proactively detect potential equipment failures and recommend corrective actions. • Identify and suggest product and quality improvements. • Provide recommendations to management for improving operations and customer service. • Follow safety protocols and maintain safe work and environmental practices. • Report unsafe practices and incidents promptly.