• Establish and maintain long term relationships with assigned Nielsen Families/Households • Installing Nielsen measurement equipment in newly assigned Nielsen Families/Households

• Deliver first-line troubleshooting, maintenance, and installations. • Execute complex service tasks using diagnostics and established procedures to ensure product reliability. • Ensure first-visit resolution through preparation, diagnose issues, prepare clear action plans, and organize necessary parts before onsite visits to maximize first-visit fix rates and customer satisfaction. • Accurate documentation and time/parts tracking, record all service activities, diagnostics, test procedures, case status, customer interaction time, parts consumption, returns, and failures in real time for transparency and accountability. • Handle escalations and share technical expertise, actively address customer complaints and escalations, provide technical guidance to the team, and recommend cost-effective repairs to minimize downtime. • Support growth and continuous improvement, identify lead generation opportunities and value-added services during visits, and continuously seek service delivery improvements to uphold high standards.

• Identify faults, repair, test and modify actuators in the field • Carry out planned and preventative maintenance • Perform mechanical and electrical installations of actuators and associated retrofit adaption of components, pedestals and drive shafts • Complete accurate and technical site visit reports for each job • Work independently and as part of a National team of Field Service Technicians providing prompt and effective service to customers within the Water, Power, Petrochemical and other associated Industries.

• Manage and complete assigned service requests according to scheduled priorities • Maintain accurate and timely time entries and service notes • Document progress, next steps, and outcomes clearly to enable seamless collaboration • Escalate issues appropriately in line with established processes • Identify opportunities for hardware refreshes and technology improvements • Monitor and verify backup success across managed environments • Ensure patching activities are completed and issues are resolved promptly • Maintain device security through vulnerability remediation and patch management • Support ongoing system health and operational reliability • Respond to monitoring alerts and escalate incidents as required • Investigate and resolve infrastructure and system issues • Maintain and improve monitoring configurations to ensure effective coverage • Leverage tools such as Microsoft Intune to improve consistency and efficiency • Identify opportunities to automate repetitive tasks and reduce manual effort • Contribute ideas that enhance service delivery and operational performance • Communicate proactively with customers throughout the lifecycle of service requests • Provide clear updates via phone, email, and collaboration channels • Educate customers on technology best practices and support processes • Deliver a professional and customer-focused support experience • Coordinate with vendors and external partners to support client outcomes • Communicate progress and technical requirements effectively • Promote adherence to established operational and change management processes • Build and maintain positive working relationships with external stakeholders • Participate in change management activities and approvals • Complete required change documentation and reviews • Support change implementation while minimising risk and service disruption • Ensure all changes follow established governance processes • Collaborate closely with technical leadership and team members • Provide regular updates on ticket progress and project activities • Share knowledge, ideas, and recommendations for improvement • Contribute positively to team discussions and operational planning • Maintain accurate and up-to-date technical documentation • Create documentation for new systems, processes, and solutions • Develop user guides and knowledge base resources for repeatable tasks • Ensure documentation standards are consistently upheld