Role Description As a Product Support Specialist at Cadwell, you'll be the expert our customers turn to when they need help getting the most out of their medical devices. You'll provide technical support via phone and remote assistance tools. You’ll be part of weekend support coverage and an on-call rotation for after-hours escalations. If you love solving complex problems, thrive in a fast-paced environment, and want to make a real difference in healthcare - this role is for you. - Be the go-to resource for customers, guiding them through product operation, configuration, and best practices - Troubleshoot hardware, software, and networking issues with confidence and efficiency - Deliver timely, clear solutions and follow up proactively to ensure customer satisfaction - Build deep expertise across the full Cadwell product line - Participate in weekend support rotation and an on-call rotation for after-hours escalations - Take on additional responsibilities as the team and business evolve Qualifications - Associate degree in a related field, or 2+ years of relevant experience in clinical neurophysiology, IT, or biomedical technology - Associate's or Bachelor's degree in Polysomnographic Technology or Electroencephalograph Technology from a CAAHEP-accredited program (preferred) - Active credentials as a Registered Polysomnographic Technologist (RPSGT), EEG Technologist (REEGT), and/or Certified in Neurophysiologic Intraoperative Monitoring (CNIM) (a plus) - At least 1 year of clinical experience as a sleep/EEG technician, or 2+ years in help desk or network support (preferred) Requirements - Solid computer proficiency, including familiarity with software platforms, networking, and hardware - Working knowledge of servers, virtual environments, WAN/LAN topologies, Citrix, and storage systems (a plus) - Strong communicator - comfortable explaining technical concepts clearly in writing and over the phone - Customer-first mindset: empathetic, professional, and skilled at building lasting relationships - Sharp analytical thinker who can assess problems quickly and deliver practical solutions - Physically able to perform the duties of the role, including lifting and carrying up to 20 lbs Benefits - Work on products that directly impact patient care in clinical neurophysiology and sleep medicine - Flexible location - headquarters in Kennewick, WA or fully remote - Join a collaborative, mission-driven team that invests in your growth Salary Range $80,000 — $100,000 USD

• Support discovery phases to understand client contact centre operations, processes, and technology • Analyse “As-Is” environments to identify inefficiencies, pain points, and improvement opportunities • Conduct stakeholder interviews and capture operational insights • Translate findings into clear outputs such as process maps, summaries, and recommendations • Contribute to the design of future-state operating models and service improvements • Support the development of transformation roadmaps and prioritised initiatives • Assist with requirements gathering for CX technologies (e.g. CCaaS, CRM, digital channels) • Assist in building simple business cases and benefits models • Help track key performance measures (e.g. cost to serve, service levels, customer satisfaction) • Support linking proposed improvements to measurable outcomes • Support the planning and facilitate the workshops to gather requirements and validate solutions • Work collaboratively within client teams to build & deliver the engagement • Contribute to presentation materials and storytelling outputs • Build strong working relationships with client stakeholders that foster trust, alignment, and constructive challenge throughout engagements • Work as part of a multidisciplinary team to deliver CX transformation initiatives • Contribute to internal knowledge sharing, templates, and ways of working • Develop strong internal relationships across consulting, technology, and delivery teams to enable integrated programme outcomes • Collaborate effectively with delivery partners and vendors to support cohesive solution design and implementation • Take ownership of defined workstreams or deliverables within a wider programme

Company Description Fortune Brands Innovations, Inc. is an industry-leading home, security and digital products company. We’re focused on exciting opportunities within the home, security and commercial building markets. Our driving purpose is to elevate every life by transforming spaces into havens. We believe our work and our brands can have incredibly positive impacts for not just our business and shareholders, but for people and the planet, too. At Fortune Brands, we’re building something big. We’re advancing exciting innovations in all of our products and processes. We’re delivering trust, dependability, sustainability, and style. To make it all happen, we’ve transformed our workplace into an environment where smart, ambitious people have the support to reach their fullest potential. When you join Fortune Brands, you become part of a high-performing team empowered to think big, learn fast and make bold decisions. We support an inclusive culture where everyone is encouraged be their authentic selves, and where our differences and unique perspectives are a key strength. Explore life at Fortune Brands here. Job Description As a Customer Service Representative supporting our House of Rohl portfolio of luxury brands, you will play an important role in delivering exceptional customer experiences and building strong customer relationships. In this role, you will provide high-quality support to customers by managing inbound calls and emails related to product inquiries, troubleshooting assistance, and warranty support in a fast-paced contact center environment. We value individuals who can Think Fast, responding thoughtfully and efficiently to customer needs while navigating multiple priorities; Work It Together, collaborating with teammates and cross-functional partners to deliver seamless customer experiences; and Make the Hard Call, using sound judgment to resolve customer concerns with professionalism, empathy, and care. POSITION LOCATION: This position is fully remote with preference to candidates located in Ontario, New Brunswick, and Alberta provinces. WORKING HOURS: Our contact center operates Monday–Friday from 9:00 a.m.–7:00 p.m. EST. Bilingual French Canadian / English required. COMPENSATION: Starting pay for this position is $24.50 CAD per hour. What you will be doing - Luxury Consumer Experience: Deliver an exceptional consumer experience for luxury products that fosters positive, unsolicited “word of mouth” promotion for House of Rohl products. - Product and Technical Support: Handle inbound consumer calls to troubleshoot and resolve product or technical issues. Identify the root cause of issues and communicate the most effective solutions, ensuring consumer satisfaction. - Technical Documentation: Ability to read and interpret technical drawings and documentation for the purpose of resolving diagnosis, repair, and installation questions. - Leverage Technology for Support: Utilize available technology to assist consumers in identifying products, explaining resolutions, and providing technical guidance on installation, repair, and the use of service kits or products. - Resolve Sensitive Issues: Manage challenging or sensitive consumer situations with professionalism, working towards solutions that benefit both the consumer and House of Rohl. - Maintain Professionalism: Ensure composure and professionalism in all interactions, even in high pressure or complex situations. - Meet Performance Standards: Consistently achieve daily targets related to call quality, call management, productivity, and adherence to operational processes and procedures. - Accurate Record Keeping: Document consumer demographics, product details, and troubleshooting steps accurately as required by company protocols. - Adaptability and Flexibility: Perform additional duties or special assignments as needed to support team goals and operational requirements. Qualifications - High school diploma or equivalent . - 2+ years of experience in a contact center or fast-paced customer service environment. - Bilingual fluency in English and French. - Strong verbal and written communication skills. - Proficiency with Microsoft Office applications, including Outlook and Word. - Ability to remain focused and attentive in a fast-paced work environment. - Demonstrated flexibility, teamwork, and a positive attitude. - Must meet remote work requirements, including internet speed standards, background screening, and maintaining a safe, secure workspace in accordance with the Remote Work Policy. PREFERRED QUALIFICATIONS: - Associate’s or Bachelor’s degree. - Experience with ERP systems such as SAP or Oracle. - Experience using Microsoft Teams. Additional Information Fortune Brands believes in fair and equitable pay. In addition to base salary, employees will participate in either an annual bonus plan based on company and individual performance, or a role-based sales incentive plan. At Fortune Brands, we support the overall health and wellness of our associates by offering comprehensive, competitive benefits that prioritize all aspects of wellbeing and provide flexibility for our teammates’ unique needs. This includes robust health plans, product discounts, and more. We offer numerous ERGs (Employee Resource Groups) to foster a sense of belonging for all associates. Fortune Brands is built on industry-leading brands and innovation within the high-growth categories of water, outdoors and security. The Company makes innovative products for residential and commercial environments, with a growing focus on digital solutions and products that add luxury, contribute to safety and enhance sustainability. To learn more, visit our website at fbin.com. Equal Employment Opportunity Fortune Brands is an equal opportunity employer. Fortune Brands evaluates qualified applicants without regard to race, color, religion, sex, gender identity or expression, national origin, ancestry, age, disability/handicap status, marital status, protected veteran status, sexual orientation, genetic history or information, or any other legally protected characteristic. Reasonable Accommodations Fortune Brands is committed to working with and providing reasonable accommodations to individuals with disabilities. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the application or interview process, please contact us at fbinleave.fbhs@fbin.com and let us know the nature of your request along with your contact information. Important Notice: Protect Yourself from Fraudulent Job Postings To protect yourself from fraudulent job postings or recruitment scams, please note that Fortune Brands job postings are exclusively hosted on our website at fbin.com/careers via our SmartRecruiters platform. Fortune Brands will never request banking information or sensitive personal details until an offer of employment has been accepted and the onboarding process begins. All your information will be kept confidential according to EEO guidelines.

Role Description We are seeking dedicated and customer-focused individuals to join our team as Seasonal Chat Support Representatives at Journeys. This contracted position offers the potential for permanent employment based on performance and evolving business needs. In this role, you will handle inbound customer chats, texts, and emails — assisting with order information, tracking, updates, cancellations, and providing detailed information about our products and website. Your commitment to delivering exceptional service will play a key role in creating positive experiences for our customers. Note: Work From Home opportunity available only to Tennessee residents. Key Responsibilities: - Customer Interaction: Address and resolve customer inquiries regarding orders, ensuring all information provided is accurate and up to date. - Data Management: Use various computer software and systems to access customer accounts, document case notes, process orders, and securely handle payment information. - Brand Representation: Serve as an ambassador for the Journeys brand by personalizing each interaction and building customer loyalty. - Performance Standards: Meet attendance requirements and key performance indicators (KPIs) to maintain a high standard of service. - Information Security: Ensure the safety and privacy of customer data by following all company policies and procedures. - Additional Support: Perform other duties as needed to support overall business operations. Qualifications - Experience: Previous customer service or retail experience is preferred but not required. - Communication Skills: Strong verbal and written communication skills, including proficiency in English grammar and syntax. - Interpersonal Skills: Ability to connect with customers and respond effectively to their needs. - Adaptability: Comfortable working in a fast-paced, constantly changing environment while meeting performance goals. - Problem-Solving: Ability to quickly learn, assess issues, and provide clear and accurate solutions. - Conflict Resolution: Professionalism in handling and de-escalating conflicts. - Availability: Must be able to work 40 hours per week, scheduled in 8-hour shifts during the following hours of operation (CST): - Sunday: 10:00 AM – 7:00 PM - Monday–Friday: 7:00 AM – 8:00 PM - Saturday: 9:00 AM – 6:00 PM Note: Business hours may extend during peak times to meet coverage needs. Benefits - Perfect Attendance Bonus: Earn an additional $100 per week for maintaining 100% perfect attendance. - Weekly Pay: Receive weekly payment every Friday. - Paid Training: Start with two weeks of fully paid training to set you up for success. - Supportive Team Environment: Join a collaborative and inclusive team that values your contributions. - Career Opportunity: This is a contracted role through January 10, 2026, with the potential for permanent, onsite employment based on performance and business needs. Work From Home Requirements - Workspace: A dedicated, secure, quiet, and distraction-free environment that supports productivity and confidentiality. - Computer: A desktop or laptop with an SSD, Intel i5/i7 or AMD Ryzen 5/7 processor (4+ cores), and the latest operating system. Tablets and MacBook Airs are not permitted. - RAM: Minimum of 16 GB. - Monitors: Two functional monitors (e.g., a laptop with an external monitor or a dual-monitor desktop setup). - Headset: USB or USB-C preferred; Bluetooth is acceptable if fully charged during working hours. - Web Camera: Integrated or external webcam. - Mouse: External mouse required. - Cell Phone: Must have Wi-Fi capability and a charger. - Internet: Wired Ethernet connection only. Public Wi-Fi is not allowed. - Minimum speed: 50 Mbps download / 5 Mbps upload. - Recommended speed: 100+ Mbps download / 10+ Mbps upload. Test your speed at www.speedtest.net. You must pass the official system test at www.networktest.twilio.com using Google Chrome. - Power: Devices must remain charged at all times to avoid work disruptions. - Verification: All equipment and internet access are your responsibility and will be verified during onboarding.