• Provide technical support for the ALFO Branch Offices on an as needed basis • Participate in large project reviews and pre-bid reviews on an as needed basis for review of required capabilities, time estimates, design requirements, etc. • Identify all technical risks and assist local site team members in risk mitigation planning • Assist in project commissioning planning for complex projects to support local project teams as required • Provide integration and Master System Integrator (MSI) specific support for the ALC Branch Offices, inclusive of any new offerings for integration with our sister companies’ offerings • Develop or assist in the development of sustainable offerings that complement WebCTRL building automation systems and provide value to customers • Participate in the creation and updating of the training content for Field Engineers • Assist facilitating Field Engineer boot camps for in the field training of new Field Engineers • Create and maintain standard work instructions in accordance with the Operations Manual guidance • Provide local training and guidance that is aligned with ALFO standard work and best practices • Assist in the interview process for the hiring of Field Engineer Supervisors and Field Engineers as requested • Assist local management in mentoring Field Engineer Supervisors and Field Engineers

• Responsible for working closely with customers to understand root causes for complex provisioning and repair-related tickets. • Communicates and/or implements process requirements to reduce overall trouble rates. • Uses multiple software systems, investigative, triage, troubleshooting knowledge and applications to ensure customer service orders and repair tickets are completed accurately and on-time. • Documents and/or maintains information notes within necessary systems where manual intervention is required.

• Supervise the daily activities of a growing team of Informatics customer technical specialists • Manage and direct general workflow activities and ensure adherence to regulatory requirements, policies, and procedures • Collaborate with other business units and represent the customer technical support team in cross-functional Informatics meetings • Hire, develop, and perform performance reviews for a diverse team of technical specialists • Ensure staff is adequately trained on Informatics products • Drive continuous improvement within the department and participate in workshops and projects to enhance processes • Routinely review team metrics to ensure goals are met

• Analyze and promptly respond to customer queries related to the Parloa platform. • Develop deep expertise in our systems and evolve into an “Agent Builder”. • Collaborate closely with cross-functional teams, including Customer Success, Product, and Engineering, as well as external partners. • Take ownership of technical issues, drive them to resolution, and know when to involve senior engineers or product owners. • Proactively suggest improvements to elevate the overall customer experience. • Contribute to shaping and improving customer support processes within Parloa. • Help create and maintain runbooks, documentation, and best practices. • Collect structured feedback from customers and share insights with Product and Engineering.