• Conduct detailed onsite surveys in industrial environments to gather critical installation and asset information, including machine specifications, asset criticality, sensor type and placement recommendations, environmental considerations, network requirements, and other facility details necessary to support successful deployment of the Waites system. • Assess client needs and environment, apply Waites product and system knowledge, solution installation needs, etc. • Bring a consultative, solutions-oriented mindset to customer interactions by identifying opportunities to improve asset reliability and maintenance practices. • Support domestic and international sensor installations as needed, partnering with internal teams to ensure installations are completed safely, efficiently, and according to Waites standards. • Accurately document site assessments, installation details, machine information, and customer requirements, maintaining detailed records that support deployment, service delivery, and future customer engagements. • Assume ownership of your own schedule including efficiently procuring travel accommodations and ensuring your deliverables are on time and thorough. • Collaborate with cross-functional teams to develop and refine processes that optimize the efficiencies and effectiveness. • Identify and escalate issues, needs, and opportunities to other departments such as Customer Success, Sales, and Engineering as required to enhance the customer experience and project success. • Focus on ensuring exceptional customer delight at every visit, addressing customer needs and concerns, and maintaining open lines of communication. • Adapt to evolving company needs and take on additional responsibilities as required to support the department's success.

• Installation, configuration, and commissioning of Agilent instrumentation • Performing preventive maintenance, troubleshooting, and repairs • Advising clients on best practices and service plans • Providing application-level support and training to customers

• Install, commission, calibrate, maintain, and repair Biotage laboratory instruments. • Perform preventative maintenance and corrective service activities to ensure optimal instrument performance. • Troubleshoot mechanical, electrical, and basic software issues both on-site and remotely. • Deliver prompt and effective technical support to maximize instrument uptime and customer satisfaction. • Build and maintain strong relationships with customers across pharmaceutical, biotechnology, and academic organisations. • Provide user training and operational guidance to ensure customers achieve maximum value from their Biotage systems. • Respond to service enquiries in a professional and timely manner. • Maintain accurate service documentation and reporting using company systems. • Manage spare parts inventory and support effective service planning activities. • Support service contract, warranty, and preventative maintenance programmes. • Identify opportunities to expand service offerings, including preventative maintenance contracts and instrument upgrades. • Collaborate with the local sales team by providing technical expertise and customer support. • Contribute to customer retention, service excellence, and revenue growth.

• Provide on-site and remote technical support for installation, troubleshooting, repair, and maintenance of field equipment and systems. • Diagnose and resolve hardware, software, and network issues, ensuring minimal downtime for customers. • Collaborate with engineering, product, and support teams to deliver technical solutions and improvements. • Document service activities, generate detailed reports, and maintain accurate records in compliance with company standards. • Train and mentor clients and internal team members on system operation, maintenance, and best practices. • Identify opportunities for process optimization and contribute to product feedback and continuous improvement initiatives.