• Drive exceptional customer service experience, improve customer satisfaction, maximize customer retention, and increase profitability. • Deliver exceptional customer service by diagnosing and resolving technical issues, thereby enhancing customer satisfaction and retention. • Perform electronic and mechanical repairs, documenting service reports, and maintaining strong customer relationships.

• Serve as a Subject Matter Expert (SME) and maintain Luminator’s hardware and software and handle customer questions about the state of the system. • Implement and assist with install of new equipment on site with customers, providing them on-site training and support. • Sustain proficiency in all products and services that the company offers. • Provide on-site pre-start-up, start-up, contracted service work, warranty, troubleshooting, and training of Luminator products, and ensure equipment is operational and free of defects. • Diagnose errors or technical problems and determine proper solutions on equipment. • Accurately document the work that is performed at a customer facility. • Professionally document work completed on periodic preventive maintenance as well as intermittent corrective maintenance tasks. • Handle customer service-related issues while fostering the customer relationship and working to solve technical problems on site. • Will advance training content for the Luminator products and systems, supporting technical staff development. • Develop and provide hands-on training courses at operations as required, specific to the equipment types and local needs. • Troubleshoot and repair equipment applying own technical knowledge and experience to resolve problems. • Accurately document the work that is performed at a customer. • Review product prints and specifications. • When required, play an active role in various projects such as upgrades, new installations, or new functionality for customers. • Work with site management to review and ensure the products are installed to specifications. • Coordinate work with other groups to ensure meeting commitments. • Document processes. • Operate vehicles in a safe manner and use field systems appropriately. • Follow all company’s filed procedures and protocols. • Cooperate with the technical team and share information across the organization. • Identify Opportunities for Process Improvement. • Build positive relationships with customers. • Perform all other duties as assigned by management in a professional and efficiently.

• Provide customer service support a variety of advanced KLA products. Be the primary focal point of contact for all customer service-related issues. • Maintain excellent working relationship with customers, CSEs, applications engineers, technical support and sales teams. • Evaluate, analyze, diagnose and troubleshoot technical equipment problems at customer site. Assists customers with all system issues. Ensures equipment enhances customer production. • Maintain Preventive Maintenance schedule on KLA tools at customer sites and execute on all PMs per the schedule. • Repair and update equipment at customer site, including system level problems (which have multiple causes and for which no standard procedures exist) based on CSE’s technical knowledge, education, training and certification. • May access and determine the problems existing in customers’ processes such as chemical leaks or contamination, and as a result may recommend shutdown of a customer fab due to unsafe conditions. • Prepare Field Service Reports on customer support activity and provides documentation to other supporting functions on recurring problems. Create service reports for all service requests using the CRM database. • Cross-train and assist other field service engineers as needed. • Assist Tech Support on all onsite system escalations. • Provide first level Applications support. • Provide guidance and technical assistance to Installation Engineers on installations and dismantling equipment. • Provide guidance to less senior CSEs. • Manage individual inventory account. • Assist in the preparation of quotes for customers based on labor, travel expenses incurred, and parts needed. Uses discretion and assist regional admin in preparing quotes based on reason for equipment failure, time to prepare, etc. • Conduct customer orientation and technical training on all aspects of equipment maintenance support for user applications. • Contribute to the capturing, re-use, collaboration, and improvement of knowledge using available systems. • Successfully complete ongoing technical training to acquire a thorough knowledge of company products, the application of diagnostic techniques, and practical application of service aids. • Cross-train on multiple products.

Role Description This is a Remote position and candidates can be located anywhere in the US. There will be in excess of 75% travel. The Emergency Call Handling (ECH) Field Engineer will report to the ECH Field Engineer Manager. The Field Engineer is ultimately accountable for the system being implemented based on the site design specifics, including the on-site configuration, testing, cut, and post-cut support for Motorola’s on-premise and cloud-hosted ECH solutions. - Performs system configuration for all supported and assigned ECH solutions, including hybrid cloud and SaaS-based applications. - Performs site verification testing prior to cutting a site into a production environment. - Configures and troubleshoots connectivity between local site infrastructure and cloud-hosted application environments. - Provides support to Customer and Channel Partners while deploying the ECH solution into a production environment. - Documents all changes to the solution, including cloud tenant configurations and API integrations, that may occur during the implementation phase of the project. - Ensures that installation/quality issues are resolved in a timely and efficient manner. - Participates in the development and approval of Methods of Procedure (MOP) for cloud migrations and system upgrades. - Participates in pre-contract oral presentations and customer negotiations as required. - Maintains subject matter expert skills in emerging cloud-native public safety technologies. Qualifications - Bachelor's Degree in Engineering, IT, Software Engineering, or Technology. - 3+ years of deployment and integration of complex IP products and systems. - Experience with Cloud Platforms and Deployment Models (e.g., Azure, AWS, or Private Cloud environments). - Experience with Cloud-based application troubleshooting, including connectivity, latency analysis, and identity management (SSO/Active Directory). - Relevant Cloud Certifications (e.g., AWS Certified Cloud Practitioner, Microsoft Certified: Azure Fundamentals) are a plus. - CompTIA Network+ AND Security+. - Experience with installation, administration, and troubleshooting of: - Server Virtualization, specifically with VMWare ESXi v.6+ and/or Microsoft Hyper-V 2012+. - Database Servers, specifically with Microsoft SQL Server 2008 R2\2012\2016. - Server Operating Systems, specifically Windows Server 2008 R2 and 2012 R2. - Workstation Operating Systems, specifically Windows 7 & 10. - Linux. - Network Switches, preferably with Cisco IOS. - Basic knowledge of Firewalls and Routers, preferably with Fortinet FortiGate. - Server hardware / Workstation hardware. - Previous experience in Public Safety Applications deployment and integration, and/or operations and administration preferred. - Exercises judgment in the selection of methods and techniques for obtaining solutions. - Ability to apply critical thinking skills to solve problems and make decisions. Requirements - High School diploma, or G.E.D. or Associates, and Bachelor's degree. - Legal authorization to work in the U.S. indefinitely is required. Employer work permit sponsorship is not available for this position. - Travel Requirements: 50-75%. - Relocation Provided: None. - Position Type: Experienced. - Referral Payment Plan: Yes. Benefits - Incentive Bonus Plans. - Medical, Dental, Vision benefits. - 401K with Company Match. - 10 Paid Holidays. - Generous Paid Time Off Packages. - Employee Stock Purchase Plan. - Paid Parental & Family Leave. - and more!