• Hands-on service and support for internal and external customers: Be the customer-facing technical subject matter expert. • Execute on-site activities such as: installations and preventative maintenance, repairs, field hardware/software upgrades, and qualification procedures to ensure proper operation of instrument systems. • Document activities/changes and escalate issues as appropriate. • Address customer feedback promptly and escalate issues to quickly identify the path of action to resolution. • Provide on-demand first and second level technical support to customers including rotations of after-hours phone support, holiday and weekend on-site support as required. • Maintain daily communication with customers and partners to ensure resolution of issues and proper follow-up. • Assist with depot-level repairs as needed at the San Francisco Cytovale facility. • Author field service reports, installation documents, technical bulletins and other documentation as required. • Provide detailed feedback to R&D regarding performance, serviceability, and customer feedback. • Responsible for service parts inventory and safe keeping and use of service parts and tools. • Maintain compliance with the company’s quality assurance program.

• Execute service work as per work instructions and in accordance with ABB quality and safety guidelines. • Deliver quality customer service and execute service work as per customer order and expectation. • Ensure customer retention by effectively communicating the service work timeline and expectations. • Work on-site with customers to identify opportunities for operational improvement and eliminate pain points. • Perform field service tasks, including identifying technical issues and conducting certified on-site troubleshooting. • Prepare material lists for service activities, ensuring all materials, parts, and equipment meet quality standards and are available. • Execute installation and commissioning, maintenance, repairs, extensions, upgrades, retrofits, end-of-life services, and replacements. • Build and maintain positive customer relationships to enhance satisfaction. • Identify potential new sales opportunities while addressing customer needs and communicate them internally. • Proactively detect potential equipment failures and recommend corrective actions. • Identify and suggest product and quality improvements. • Provide recommendations to management for improving operations and customer service. • Follow safety protocols and maintain safe work and environmental practices. • Report unsafe practices and incidents promptly.

• Work on-site with customers to identify opportunities for operational improvement and eliminate pain points. • Perform field service tasks, including identifying technical issues and conducting certified on-site troubleshooting. • Prepare material lists for service activities, ensuring all materials, parts, and equipment meet quality standards and are available. • Execute installation and commissioning, maintenance, repairs, extensions, upgrades, retrofits, end-of-life services, and replacements. • Build and maintain positive customer relationships to enhance satisfaction. • Identify potential new sales opportunities while addressing customer needs and communicate them internally. • Proactively detect potential equipment failures and recommend corrective actions. • Identify and suggest product and quality improvements. • Provide recommendations to management for improving operations and customer service. • Follow safety protocols and maintain safe work and environmental practices. • Report unsafe practices and incidents promptly.

• Work on-site with customers to identify opportunities for operational improvement and eliminate pain points. • Perform field service tasks, including identifying technical issues and conducting on-site troubleshooting within certified areas. • Execute installation and commissioning, maintenance, repairs, extensions, upgrades, retrofits, end-of-life services, and replacements. • Support the certification process of Associate Field Service Technicians and Field Service Technicians. • Coach technicians and supervise complex site activities. • Act as trainers when needed, for team members and customers. • Prepare material lists for service activities and ensure all materials, parts, and equipment meet quality standards and are available. • Proactively identify potential equipment failures and recommend corrective actions. • Contribute to customer satisfaction by building and maintaining positive relationships. • Identify potential new sales opportunities while addressing customer needs and communicate them internally. • Identify opportunities for product and quality improvements. • Provide recommendations to management for improving operations and customer service. • Follow safety protocols and maintain safe work and environmental practices. • Report unsafe practices and incidents.