• Train alongside Field Service Engineers at customer site visits, including installations, preventive maintenance, and repairs • Assist with troubleshooting technical issues related to flow cytometry instrumentation • Learn and follow service procedures, technical memos, safety standards, and documentation requirements, along with how to use Salesforce and prepare a Field Service Report • Communicate product quality observations or service concerns to appropriate team members • Work closely with Field Service, Sales, and Field Applications teams • Support customer satisfaction through professional communication and timely follow-up • Assist with maintaining service parts and inventory organization, completing expense reports in a timely manner and entering hours into your timesheet on a weekly basis • Develop understanding of flow cytometry systems, including optics, fluidics, electronics, and pneumatics • Travel to customer sites as required within the assigned region

• Managing and executing customer installation activities within tight timeframes. • Verifying the complete functionality and readiness of systems for software deployment. • Conducting routine system tasks like software updates, system upgrades, data backup/restoration, and initial troubleshooting. • Gaining a deep understanding of public safety customer environments to ensure optimal product security and reliability. • Demonstrating proficient software and IP networking skills, coupled with excellent problem-solving abilities. • Deliver solutions that align with existing products, standard interfaces, and pre-defined limitations. • Diagnose and resolve issues across systems, networks, and infrastructure. • Develop and document Standard Operating Procedures (SOPs) as needed. • Pinpoint product defects and track their resolution from the engineering phase through to customer acceptance. • Adhering to all corporate guidelines and completing required training. • Accurately logging billable hours for project work.

• Responsible for customer relationship management by responding to clients within designated timeframes regarding inquiries, complaints, service calls and site evaluations on instrumentation. • Independently manages schedules including travel arrangements, appointments at client site and coordination of order and delivery of parts. • Coordinates and executes hardware upgrades and regulatory documents associated with client site. • Collaborates with project team and performs software upgrades and product installations including installation, operational and performance qualifications. • Ensures proper transition of project timeline to Technical Application Team. • Proactively and independently manages ongoing preventive maintenance calls per manufactures requirements including scheduling with client, documenting and attaching work in CRM per regulatory guidelines within designated timeframes. • Partners with Telephone Support Team to provide additional technical guidance via phone and schedule corrective service activities per scope of work listed in client contract as needed. • Identifies client's needs for those without a contract and communicates to respective Sales Representative for potential lead to establish new contract. • Independently manages schedules including travel arrangements, appointments at client site and coordination of order and delivery of parts or analyzers for new installations. • Collaborates with Global Response Team (GRT) for corrective service calls that fall outside of predetermined parameters to ensure proper resolution and documentation of customer complaint. • Escalates customer needs outside of defined scope of work and proactively communicate to other departments within Grifols such as Sales, Supply Chain, etc. to assure rapid resolution of issues raised. • Responsible for accurate and timely documentation in CRM System of all work performed and any technical guidance provided to the customer as per regulatory guidelines.

• Complete repairs and rebuilds on engine products in the field. • Act as the front-line representative to customers. • Perform complete diagnosis, troubleshooting, and repair of customer equipment at the customer’s location. • Develop productive customer relations. • Apply documented procedures and policies to complete repairs and schedule maintenance. • Assist with completion required documentation. • Complete training in line with skill and business requirements. • Ensure adherence to all meaningful Health, Safety & Environmental policies.