• Provide constant monitoring of incoming orders and images • Ensure that all relevant clinical information has been submitted • Complete data order entry on both a proactive and reactive basis • Identify and/or troubleshoot non-technical issues • Assist doctors and technicians when patient care requires additional information or radiologist-to-hospital conference calls • Process a high volume of inbound and outbound phone calls with professional, courteous, and effective communication • Support Operations Support (OS) Team Leads and/or OS and OC Supervisors • Work with advanced workflow processes and procedures • Assist with complex cases and situations • Provide operational and technical support for customized client workflow solutions • Monitor workflows for clients using HL7 messaging • Assist in generating daily/nightly reports • Provide fill in and back up duties to the PS and PCS teams as needed • Provide assistance or coordination with the technical support team as needed • Provide “white-glove” support to high profile clients • Escalate any client/radiologist issues to the appropriate resources to ensure timely resolution • Assist in quality and service assurance initiatives • Assist in training and mentoring of OS team members • Process improvement testing and recommendations • Other duties as assigned

• Provides prompt, accurate, thorough and courteous responses to all customer inquiries • Performs research as needed to resolve inquiries • Ensure effective customer relations by responding accurately, timely and courteously to inquiries • Accurately documents inquiries • Initiate or processes adjustments or perform other research as needed to resolve inquiries • Coordinates with other departments to resolve problems • Responds to, research and/or assists with priority inquiries and special projects as required by management • Provide feedback to management regarding customer problems, questions and needs • Maintains accurate records on complaints and/or other customer comments • Follows through on complaints until resolved or reports to management as needed • Maintains all departmental productivity, quality, and timeliness standards • Identify and promptly report and/or refer suspected fraudulent activities and system errors to the appropriate departments

• Provide prompt, accurate, thorough and courteous responses to customer inquiries • Perform research as needed to resolve inquiries • Ensure effective customer relations by responding accurately, timely and courteously to inquiries • Accurately document inquiries • Initiate or process adjustments or perform other research as needed to resolve inquiries • Coordinate with other departments to resolve problems • Provide feedback to management regarding customer problems, questions and needs • Maintain accurate records on complaints and/or other customer comments • Make recommendations for changes to management • Follow through on complaints until resolved or report to management as needed • Assist with process improvements • Identify and promptly report suspected fraudulent activities and system errors

• Serve as the senior customer-facing leader for assigned Aero fleets • Build trusted executive and operational relationships while providing wing-to-wing support • Champion a strong safety culture by leading outage planning and execution • Own overall account strategy, customer satisfaction, and commercial performance • Lead stakeholder engagement and customer communications across multiple sites • Provide technical and business leadership throughout the asset lifecycle • Direct warranty administration and commercial negotiations • Lead recurring customer business reviews and operational performance discussions • Define outage scope, planning requirements, and execution strategies • Own outage and non-outage parts planning • Lead response efforts for emergent and forced outages • Ensure timely and accurate commercial execution • Lead cross-functional technical issue resolution efforts • Manage fulfillment of CSA contractual obligations • Drive disciplined cost management • Maintain expert knowledge of contract terms and conditions • Drive growth across the Aero services portfolio • Analyze complex business and operational challenges • Exercise sound judgment in resolving technical, operational, and commercial issues • Lead projects and cross-functional initiatives • Communicate complex concepts effectively to customers, leadership, and internal teams