• Responsible for the installation, support, troubleshooting, repair, and maintenance of products • Ensure service agreements and warranty obligations are met • Provide technical support to end-users and conduct training sessions • Troubleshoot, diagnose, and repair all products • Complete all administrative duties, maintaining records and comprehensive reports

Role Description The Field Support Specialist (FSS) plays a critical role in driving franchisee success by ensuring new centers open in full alignment with the Mathnasium Method and core business systems. This role accelerates time to profitability and sets the standard for operational excellence from day one. The FSS serves as a key partner to franchisees throughout the Eastern Region during the new center opening process, guiding them from pre-opening through grand opening. This is a primarily remote position that requires approximately 50% travel throughout the Eastern Region. - Lead the end-to-end new center opening process, from initial setup through soft and grand opening. - Equip franchisees with the tools, training, and best practices needed to launch successfully and operate in alignment with the Mathnasium model. - Partner with franchisees to establish clear, measurable (SMART) goals for center performance and growth. - Collaborate with Marketing to execute localized strategies that drive awareness and accelerate early revenue. - Monitor progress toward key performance indicators and provide proactive coaching to support early-stage success. - Communicate insights, opportunities, and progress updates to franchisees, FBCs, and internal leadership. - Build strong, trust-based relationships with franchisees and cross-functional teams. - Manage travel and expenses responsibly in alignment with company guidelines. Qualifications - 3+ years of experience working with franchisees or in a consultative business role. - Demonstrated ability to influence and guide business owners toward performance goals. - Strong communication skills, including active listening, written, and verbal. - Highly organized with the ability to manage multiple priorities effectively. - Self-motivated with a strong sense of ownership and accountability. Requirements - Bachelor’s degree (Education, Math, or related field preferred). - Prior or current experience with Mathnasium strongly preferred. - Background in math education or a passion for math learning. - Alignment with Mathnasium’s mission and a desire to positively impact students, families, and communities. Benefits - Paid time off. - Flexible schedule. - Health insurance. - Dental insurance. - Vision insurance. - Life insurance. - Disability insurance. - 401(k) matching. - 401(k). - Referral program. - Employee discount.

• Perform timely and accurate preventative maintenance of medical equipment with a hospital or healthcare system • Perform troubleshooting, service repairs and installations of moderate complexity • Lead communications with customers and serve as escalation point for customer related concerns • Own customer issues from dispatch or identification of issue to resolution • Proactively engage with other team members to ensure appropriate solution for the customer • Leads installations, validations, maintenance, and service repair needs on designated equipment • Collaborate with the customer and/or the sales team to recommend value-added services to help customers run their business more efficiently

• Responsible for executing basic maintenance and minor repairs on selected products at customer sites. • Investigate and resolve basic technical problems on selected products with basic knowledge at customer sites. • Preparation of assigned service jobs according to the FSE Handbook. • Follow up on actions and promises made to customers. • Write service report on site and obtain customer's signature. • Update service execution IT systems with relevant information. • Report unsafe practices and other safety incidents according to local reporting procedures. • Capture Installed Base on site and communicate sales leads to sales organization. • Proactive recommendations to customers related to purchase of additional spare parts. • Execute services in our Service Centers as required.