• This position is responsible for executing maintenance assessments, performance studies, and action plans. • Key responsibilities include developing pre-engineering activities, managing startups, shutdowns, and overhauls, as well as reliability engineering, installation, and online monitoring of field instrumentation and process performance. • The role also involves implementing new maintenance and performance tools, supporting instrumentation and automation requirements within maintenance contracts, and collaborating with engineers from the Pulp & Paper divisions and customer teams both inside and outside the Andritz Group. • This role requires excellent reporting and presentation skills.

• Assists less experienced service center representatives resolve complex customer questions. • Researches complex customer inquiries and responds to appropriate parties in a timely manner. • Informs staff of service level issues and escalates issues to supervisor/manager in a timely manner to minimize corporate risk and enhance customer service experience. • Assists with establishing and obtaining goals for acceptable performance in accordance with client service agreements. • Provides occasional phone coverage when required. • Interfaces with team members, management, and customers in reference to customer service issues. • Reviews client reports on a weekly basis to ensure data integrity; prepares and submits report to management. • Supervises daily transactions to ensure policy and procedures are in accordance with service level agreement. • Assists supervisor/manager with the day-to-day operations of the customer service area, including training and/or mentoring less experienced staff. • Recommends and/or initiates the selection and hiring of employees. • Trains and evaluates employees to enhance their performance, development, and work product. • Addresses performance issues and makes recommendations for personnel actions. • Makes recommendations for salary increases, transfers and terminations to manager.

• Contact patients to introduce CCM and RPM services and explain program benefits. • Guide patients through the enrollment and consent process. • Document all patient interactions and enrollment activities accurately within EMR systems. • Ensure compliance with CMS, HIPAA, and internal documentation standards. • Answer patient questions regarding care coordination services and program expectations. • Collaborate with healthcare providers and internal teams to maintain smooth communication and patient transitions. • Maintain organized workflows while managing daily outreach goals and follow-up tasks. • Support positive patient experiences through empathy, professionalism, and clear communication.

• Provide real-time procedural assistance for Surgical COTs within aligned territory. • Offer technical expertise and troubleshooting support to ensure successful product usage. • Act as a primary point of contact for customer inquiries during on-site procedures. • Perform equipment and software upgrades as required. • Lead in-service training sessions for physicians, residents, and surgical staff on surgical product applications. • Assist Surgical Account Manager (SAM) and Specialists with product trials, implementation, and conversion initiatives. • Maintain accurate tracking and availability of surgical products for smooth procedure execution.