• Deliver reliable troubleshooting, repair, and overhaul services across a wide range of Cummins products, ensuring equipment uptime and performance. • Support multiple industries (On-Highway, Off-Highway, Industrial, Rail, Marine, Powergen) by maintaining critical systems and minimizing operational disruptions. • Provide a high level of customer service by engaging professionally with customers and responding quickly to their needs. • Use specialized diagnostic tools and follow standardized procedures to ensure efficient, accurate, and high-quality repairs. • Perform preventative maintenance to extend equipment life, reduce breakdowns, and improve overall reliability. • Identify and communicate additional service opportunities, adding value for customers and supporting business growth. • Maintain accurate and timely documentation (service reports, timesheets, warranty claims), ensuring compliance and transparency. • Contribute to a safe working environment by strictly adhering to Health, Safety & Environmental policies and escalating issues when needed.

• Drive regional education and training activities and supports national programs for CRM, specifically: Train and educate internal teams and external customers on CRM procedures, therapies/products, processes and solutions • Continued education and assessment of tenured field team • Leads coordination of new-hire training with accountability to hiring manager (DM or DSM) • Responsible for new hire field sign-off • Understands competitive technology and therapies and can craft a message as to why Medtronic devices provide a competitive advantage • Disseminates competitive information to regional teams • Delivers competitive training to field service and sales staff • Delivers tailored training and education on Medtronic products, competitive products, clinical evidence, and the changing marketplace to enhance the technical and sales skills of local sales and service teams and ensure a best-in-class organization • Delivers new product and procedural field training and ensures that all required technical and clinical evidence for our products is delivered in a manner that our field teams can articulate to customers • Enhances relationships with current and future stakeholders by delivering strategic and innovative education to promote Medtronic products and therapies while focusing on the clinical value and engages with the Regional Economics Manager for economic value conversations • Translates complex technical messaging, dispels competitive claims, resolves complex technical issues, and maintains customer relationships through technical expertise • Understands, Interprets and participates in communication of product and procedure updates and field corrective actions pertinent to Medtronic products and therapies • Partners with sales leadership intentionally and effectively to develop and execute strategic technical and clinical training that meet business goals • Leverages personal district and region-wide relationships and experience to anticipate changes in business conditions • Responds to urgent or rapidly changing business needs and partners with sales teams to implement strategic solutions • Builds and strengthens relationships across Medtronic to support collaborative solutions that leverage our unique sales and service teams • Builds and maintains high trust relationships based on technical expertise and clinical evidence with key customers across the region • Provides expert service at key accounts to establish and reinforce the value of Medtronic technical competency

• Perform installation, preventive maintenance, troubleshooting, and repair of Trace Elemental Analysis instruments, including ICP-MS, AAS, and related systems, at customer sites. • Diagnose electronics, mechanical, ultra-high vacuum, high-voltage, and system-level issues to restore instrument performance. • Provide responsive, professional customer support while meeting service commitments and customer satisfaction goals. • Train and support customers on equipment operation, maintenance practices, and basic troubleshooting. • Accurately document field service activities, including installation report and service work report, and submit timely through the required system. • Assist Commercial Teams with technical information, training, and demonstrations. • Manage territory activities effectively, including scheduling, travel planning, parts coordination, and timely communication with customers and internal teams. • Partner with internal technical support, service leadership, and cross-functional teams to resolve complex customer issues.

• Provide third level, on-site support to resolve automotive technical and Techline issues as escalated through processes in place at the GM Technical Assistance Center and the FSE Dispatch Center. • Respond immediately to dispatch cases for vehicle concerns that may lead to “vehicle down” or potential “repurchase” situations. • Maintain a close working relationship with GM District Managers-Aftersales (DM-A), the Regional CAM and BRSM to review vehicles in repurchase jeopardy and seek creative ways to avoid buy-back. • Work closely with the GM Business Resource Center (BRC) to respond to customers in your area that have contacted Customer Assistance asking for a repurchase of their vehicle. • Utilize GM’s predictive analytics tool to get notifications of high repurchase potential vehicles in your assigned area and assist dealers quickly when one of these high-risk vehicles shows up at a dealer in your area. • Review dealer comeback process on every dealer contact to determine it meets GM’s requirements. • Help implement a comeback process for each dealer that does not have a robust process in place. • Work with the GM West Regional team when help is needed to persuade dealers to implement changes. • Review current Preliminary Information (PI) bulletins for known vehicle concerns with Dealer service personnel. • Drive PI bulletin process by notifying TAC Escalation Team Agents (ETA) of authorized “field fix” information. • Conduct ad-hoc in-Dealership training sessions, which can include technical information on the use of Techline tools and applications, as well as, other diagnostic tools and equipment when the dealer’s deficiencies in these areas are causing buybacks. • Take ownership of Dealer concerns and use effective problem resolution skills. • For those that are contributing to buybacks, trouble-shoot Service department IT hardware and Techline tool problems, using all available resources and follow through to resolution. • For dispatched cases, address GM Dealership customer problem resolution needs via phone or at the Dealership location. • Report on Dealership’s “State of Health” relative to overall service readiness to prevent buybacks. • When lack of qualified Technicians is the cause of buybacks, assist in Dealer Technician recruitment and retention by reviewing “Technician Pipeline” options to Dealer Service Management. • Develop and maintain strong relationships with GM National and Regional Management responsible for Service Operations and Vehicle/Powertrain Brand Quality, including the GM Engineering community with a focus on product quality improvements and minimizing potential repurchases. • Represent GM as the primary resource and spokesperson in the field for automotive technical and Techline product information. • Attend to requests from GM wholesale personnel including Regional Service management, Vehicle/Powertrain Brand Quality, and Engineering as processed through the TAC and FSE Dispatch Center escalation process. • Provide feedback in the form of Field Product Reports (FPRs) to Vehicle/Powertrain Brand Quality Managers and GM Engineering. • Provide support for Better Business Bureau (BBB) arbitration hearings and legal cases, such as “lemon law” law suits, to protect GM interests. • Provide warranty waste reduction suggestions to FSE Leadership and the BQM Team.