• Support Sales, Clinical Affairs, Program Management and Field Service to help ensure customer goals and objectives are aligned with the customer’s disinfection goals and objectives • Responsible for service of existing devices and supporting the execution of Tru-D warranty obligations • Identify, manage, mitigate and escalate service issues(s) • Execute repairs, troubleshooting and upgrades, including software, tablet and device • Perform annual preventative maintenance service calls • Provide training to new and existing accounts on Tru-D device operation and use of accompanying software • Develop and maintain strong relationships with customers to ensure high customer satisfaction and program effectiveness • Act as a point of contact for all customer, product-related enquiries • Monitor client performance with the use of internal Tru-D software tools and dashboards, Key Performance Indicators (KPIs) and reports to drive utilization • Provide liaison support to determine root cause, assess customer needs and supply solutions to the customer to improve their program • Assist and identify potential sales opportunities • Support the implementation of new and add-on devices • Support sales presentations, demos and trade shows as needed • Maintain accurate records and communication of Tru-D’s customer relationship and needs in Salesforce.com

• Manage a pipeline of continuous improvement initiatives that support the customer experience and operations excellence. • Analyze opportunities for improvement using techniques in Six Sigma and in Customer Experience Management. • Design new cross-functional processes and customer journeys, recommending a portfolio of initiatives with measurable impact. • Drive improvements by advising on design/redesign of customer journeys & processes with on-going mechanisms in place to listen and evaluate the evolving current state experience. • Design journeys from our customer’s vantage point in diagram/map deliverables, advocating for concierge service, and defining which priority attributes are Critical to Quality (CtQ). • Upon design, collaborate with VoC team members to establish methods to monitor the journey’s health long term. • Journey Map deliverables should guide BSAs and Digital Channel teams to design the digital CX and supporting technology changes for implementation. • Conduct process analysis on topics identified for deep-dive review by executive leaders, frontline focus groups, and/or VoC reporting. • Utilize data from customer insights, key performance indicators (KPI) and industry analysis to make data-based design decisions. • Design improved processes to accomplish a specific KPI(s) within (1) a single Department or (2) a cross-functional, enterprise level process. • Design new customer journeys required to support a new product, initiative, or change in business model. • Create and visualize customer experience and map customer journeys throughout the lifecycle, assessing the current state experience, capturing touchpoints and highlighting areas of friction. • Lead & facilitate ideation and concept explorations, as well as partner with Product, Call Center, Field Operations, Engineering, and other internal business units to define new customer experience designs. • Champion delivering a concierge customer experience to customers, peers, and various internal business partners. • Other duties as required or assigned.

• Handle 40-50 inbound calls per day with compassion and empathy • Provide information and answer questions regarding services and orders • Accurately complete data entry tasks daily in a timely manner • Manage daily and monthly metric and KPI goals • Participate in virtual meetings with a professional, camera-ready presence

• Provide remote support for network setup, configuration, and troubleshooting (firewalls, switches, VLANs, IP addressing) • Assist with firewall policy updates, VPN support, and network issue resolution • Perform routine Windows Server administration tasks (Active Directory, DNS, DHCP, Group Policy support) • Support Microsoft 365 tenant administration, including: Microsoft Entra ID (Azure AD) user and group management • Basic identity and access management (IAM) tasks (password resets, MFA support, access assignments) • Reviewing sign-in logs, audit logs, and security alerts for troubleshooting and escalation • Assisting with conditional access policies (under guidance) • Lead Microsoft SharePoint initiatives, including: Planning and architecture of SharePoint environments • Implementation and migrations (on-prem / SharePoint Online) • Administration and ongoing management • Provide support across the Microsoft 365 ecosystem (Teams, OneDrive, SharePoint integration) • Troubleshoot end-user issues and escalate complex cases to L3 engineers when needed • Maintain clear, audit-ready documentation in ticketing systems and RMM platforms • Follow standard procedures for security, compliance, and access control