• Deliver technical support and maintenance services including troubleshooting, repairs, and installations • Document detailed service activities under supervision • Address customer escalations and feedback • Execute moderately complex service tasks in the field • Support business growth by identifying sales opportunities • Ensure compliance of Service Delivery Processes • Participate in Corrective Maintenance and maintain and complete PM Schedules • Implement FCOs and support other FSEs • Report technical and administrative information to relevant leaders • Coordinate spare parts sales with customers • Manage strategic key accounts for customer satisfaction • Track and identify product quality issues • Ensure compliance with Philips Health Systems policy and targets

• Diagnose and repair all designated products within an assigned service territory, including preventative maintenance, installations and upgrades per specific training, manuals and Carl Zeiss Meditec guidelines. • Schedule, create, verify and/or modify customer visits as appropriate, by assessing customers’ needs, which may include financial impact to the practice, and patients’ well being. • Complete and submit a field service report on a daily basis according to written procedures as documented in the Field Service reference database. • Complete and submit a weekly expense report according to Carl Zeiss Meditec policies and procedures. • Maintain a spare parts inventory according to company guidelines and return specific spare parts as designated by policy. • Support revenue growth through the promotion and retention of service agreements. • Communications with internal and external customers are professional, calm and pleasant. • Examine difficult customer issues and arrive at a satisfactory result as demonstrated by consistently meeting established customer service levels. • Maintain effective territory management and expense control. • May assist in training and mentoring new hires. • Develop strong relationships with key customers. • Supports the business at trade shows by installing and maintaining equipment. • Other duties may include, but are not limited to, instructing customers on operation and maintenance of equipment.

• Perform installation, maintenance, upgrade, and repair of PacBio equipment at customer locations. • Submit timely documentation of service activities and expenses. • Maintain accurate and reliable service spare parts inventory. • Work closely with sales and field application specialists to ensure customer expectations are being met. • Mentor and train new and less experienced service engineers. • Develop and improve operating procedures and processes. • Contribute to knowledge base in a timely manner to share problems and solutions with other Field Service Engineers. • Provide feedback, reports, and analysis of field issues to product teams and service management. • Write and edit service documentation for alignment, replacement, and upgrade procedures.

• Lead and grow a world-class Field Applications Engineering (FAE) team across Europe and the Asia-Pacific region. • Drive the technical adoption, integration, and design-win pipeline for our next-generation fabric interconnect silicon IP. • Responsible for both Pre AND Post sales support. • Partner with regional sales directors to secure high-value design wins. • Act as the escalations point for critical customer technical issues. • Oversee customer proof-of-concepts, evaluations, and architectural reviews. • Deliver technical keynotes, deep-dives, and product demonstrations to C-level executives.