• Deliver on-site and remote technical support for the operation, diagnosis, and repair of Flow systems • Assist customers in troubleshooting, part identification, and resolution of technical issues via phone, email, or site visits • Accurately complete all required administrative documentation and service reports in a timely manner • Adhere to Flow’s Return Material Authorization (RMA) policy and document all customer-reported system issues • Support documentation efforts, including maintaining current product manuals, specifications, and technical references • Assist the customer service team in identifying parts and providing technical input • Serve as a professional liaison between Flow and its customers/distributors, ensuring a positive and productive relationship • Travel to customer sites, sometimes on short notice and outside of normal business hours, including weekends and holidays, for extended durations as needed • Participate in on-call rotations as assigned, providing after-hours technical support when required • Perform routine and preventive maintenance on customer equipment and assist in establishing maintenance schedules • Perform additional duties and responsibilities as assigned by management

• Oversee installations of Daikin HVAC products to ensure proper setup and successful operation. • Perform and Review Manual J and D reports to confirm suitability of HVAC system designs. • Provide technical support via phone, XOi, and email to field personnel and contractors. • Resolve field issues related to system design, installation challenges, or product performance. • Deliver on-site technical assistance as needed. • Complete detailed field service reports documenting relevant data and resolutions. • Set up and commission control systems, including refrigerant charging, equipment addressing, operational adjustments, and field configuration. • Lead training sessions on proper installation practices, system commissioning, control setup, and troubleshooting for distributors and dealers. • Collect and evaluate system performance data using Daikin’s proprietary diagnostic tools and offer solution-based feedback to customers. • Provide customer instructions on system operation, care, and control scheduling. • May be involved in direct installation, service, or support of Daikin systems, as required.

• Provide leadership and oversight for field service operations. • Manage a team of Field Service Engineers/Representatives (FSE/FSRs) and onsite service delivery to ensure optimal customer satisfaction, system reliability, and contractual compliance. • Supervise and manage a team including scheduling, performance evaluations, coaching, disciplinary actions, vacation approvals, timecard reviews, and expense management including travel approvals. • Responsible for the successful delivery of all on-site service and support by company Field Service associates including unscheduled service and preventative maintenance calls. • Ensure 100% completion of monthly PM obligations. • Review and monitor equipment reliability and maintenance metrics, develop and manage improvement plans as needed. • Develop technical training schedules and requirements with third-party service providers and company Field Service associates to ensure adequate onsite service coverage for installed product base. • Monitor and manage field service parts inventory levels to achieve an 80% or greater first pass fill rate. • Develop strategies to monitor and improve customer satisfaction. • Communicate with internal departments and management to ensure issue resolution. • Assist the Sales team with presale and post-sale activities related to service delivery. • Expected to travel up to 60% - 80% of the time, including overnight and short-notice travel by automobile and air to various customer sites. • Monitor open tickets/escalations and provide remote troubleshooting support to customers and Technical Support Center. • Maintain availability after hours to oversee and coordinate team response for critical break-fix service calls. • Provide Trend Analysis and other reporting.

• Complete installations, preventive maintenance, and corrective repairs on assigned instruments to ensure optimal performance and compliance with quality standards. • Diagnose technical problems across multiple complex instruments, document resolutions accurately, and close service calls within defined timelines. • Manage customer issues from start to resolution or escalation, deliver superior service, and build strong relationships through proactive communication. • Plan and prioritize service visits, maintain accurate inventory, and support on-call rotation, after-hour coverage, and travel for training or critical account support. • Follow all regulatory, quality system, and laboratory safety guidelines during service activities; maintain accurate documentation for audits. • Partner with cross-functional teams to meet business goals and provide guidance to other Field Service Representatives to strengthen team capability. • Meet targets for service sales, cost of service, and key performance indicators (KPIs) for assigned accounts. • Utilize remote support tools to maximize instrument uptime and maintain certifications through ongoing training and development.