• Works with customers, industry partners, and the team to promote and support Nova-Tech Engineering’s technologies and equipment utilization • Responsible for installing machines and providing technical support and customer service • Performs mechanical field repairs and maintenance on Nova-Tech Engineering equipment following training • Serve as the primary contact for assigned customer accounts • Build and maintain strong relationships with customers and hatchery leadership • Proactively manage accounts through routine on-site visits, system installations, customer training, and documentation • Develop strong product and service knowledge to recommend data-driven customer solutions • Ensure customer understanding of contractual terms and support timely payment compliance • Monitor customer data, system connectivity, and performance trends; communicate insights and concerns to appropriate stakeholders • Evaluate treatment processes and collaborate with technical teams on outcomes and quality feedback • Attend industry events and company trainings as required

• Manage day-to-day operations of the entire service desk team. • Provide high-level technical guidance to the team. • Ensure service and support exceed customers’ expectations. • Coordinate after-hours accountability for proper leadership and engineer coverage. • Conduct baseline KPI reviews and ensure team members adhere to established practices. • Provide exceptional frontline service via both email and phone support. • Maintain visibility into service desk performance and workload trends. • Own customer escalations and support, acting as an escalated resource for engineers. • Identify areas of improvement and make suggestions for change. • Mentor and coach team members for professional development.

• Develop relationships with key business and IT stakeholders and become an expert on a customer’s implementation by understanding their top business goals and priorities. • Perform technical reviews and share knowledge to proactively identify and prevent issues. • Forewarn customers of technology changes or potential disruptions to their service and advice on mitigation strategies. • Provide advice and guidance to customers about their current and future Red Hat products; Troubleshoot technical issues and drive issue escalation with Red Hat and customer teams. • Complete analysis and present periodic reviews of operational performance to customer leadership. • Manage customer use cases and maintain clear and concise case documentation. • Create customer engagement plans and keep the documentation on the customer's environment updated. • Manage and grow customer relationships by delivering attentive, relationship-based support. • Build a sense of trust with customers and serve as their advocate within Red Hat. • Contribute internally to the Red Hat team, share knowledge and best practices with team members, contribute to internal projects and initiatives, and serve as a Subject Matter Expert (SME) and mentor for specific technical or process areas. • Partner closely with Red Hat Engineering, Product Management, and Technical Support teams to debug, test, and resolve issues. • Travel, as necessary, to visit customers and attend events within the region. • Learn new technologies quickly, including topics like container orchestration, container registries, container build strategies, and microservices on container platforms. • Establish and maintain parity with Red Hat cloud technologies strategy. • Engage with Red Hat’s product engineering teams to help develop solution patterns, based on customer engagements, as well as personal experience, that drive platform adoption. • Engage with Red Hat’s field teams, customers, and partners to ensure a positive cloud technology experience and a successful outcome resulting in long-term enterprise success. • Communicate how specific Red Hat cloud solutions and our cloud roadmap align to customer use cases.

• Serve as the leader and customer-facing liaison for successful implementation of Omnissa’s Product Solutions • Provide project leadership for the customer’s major Omnissa initiatives • Manage cross-functional Omnissa project teams • Design and develop innovative solutions to customer requirements • Maintain current functional and technical knowledge of the Omnissa suite of products • Advocate on customer’s behalf to help drive ROI • Provide clear and constructive product feedback