• Lead end-to-end service operations across the Americas, from first contact to resolution • Set, track, and improve KPIs including CSAT, response time, resolution time, backlog, and service quality • Build a Technical Support Center of Excellence, including remote support and escalation governance • Act as the senior escalation point for high-impact customer and technical issues, driving structured root-cause analysis and durable fixes • Partner across Field Service, Technical Experts, Supply Chain, Engineering, Product, Sales, Digital, and global teams to improve end-to-end performance • Lead a critical CRM transition from IFS to Microsoft Dynamics 365 while keeping workflows stable and customers informed • Own budget delivery, forecasting, and short, medium and long-term priorities aligned to our service strategy

• Lead end-to-end service operations across the Americas, from first contact to resolution • Set, track, and improve KPIs including CSAT, response time, resolution time, backlog, and service quality • Build a Technical Support Center of Excellence, including remote support and escalation governance • Act as the senior escalation point for high-impact customer and technical issues, driving structured root-cause analysis and durable fixes • Partner across Field Service, Technical Experts, Supply Chain, Engineering, Product, Sales, Digital, and global teams to improve end-to-end performance • Lead a critical CRM transition from IFS to Microsoft Dynamics 365 while keeping workflows stable and customers informed • Own budget delivery, forecasting, and short, medium and long-term priorities aligned to our service strategy • As a people manager, you build a team where people know what success looks like, feel safe to speak up, and can do their best work

• Lead end-to-end service operations across the Americas, from first contact to resolution • Set, track, and improve KPIs including CSAT, response time, resolution time, backlog, and service quality • Build a Technical Support Center of Excellence, including remote support and escalation governance • Act as the senior escalation point for high-impact customer and technical issues, driving structured root-cause analysis and durable fixes • Partner across Field Service, Technical Experts, Supply Chain, Engineering, Product, Sales, Digital, and global teams to improve end-to-end performance • Lead a critical CRM transition from IFS to Microsoft Dynamics 365 while keeping workflows stable and customers informed • Own budget delivery, forecasting, and short, medium and long-term priorities aligned to our service strategy • Build a team where people know what success looks like, feel safe to speak up, and can do their best work

• Responds to both routine and escalated service requests and problems in a customer service-oriented manner. • Promptly acknowledges, prioritizes, tracks and documents service requests and problems. • Plans and implements system configuration for more complex areas of proprietary applications and their integrated systems. • Acts as a resource to address escalated calls or issues. • Facilitates calls for partners and clients, troubleshoots advanced and escalated SaaS system issues. • Provides web application orientation to internal customers and provides technology support. • Ensures 24-hour technical support is available to internal and external stakeholders by participating in an on call rotation for after-hours support. • Conducts research on web application products in support of IT procurement and development efforts. • Protects company’s intellectual property and the privacy of customers’ data. • Performs other duties as assigned or apparent.