• Demonstrate the ability to diagnose errors, technical problems and determine proper solutions. • Demonstrate good electronic and mechanical repair troubleshooting methodology and maintain technical product knowledge. • Document and produce timely and detailed service reports. • A willingness to exceed company and customer requirements. • Responsive to customer needs and building a positive relationship. • Ensure all tools and calibrated equipment are properly maintained at all times. • Meet daily service needs at assigned sites and locations • Ability to plan and perform repairs and preventative maintenance independently in the field. • Able to schedule work based on field needs

• Leads Field Service jobs supporting Cutsforth’s brand, value, and reputation through on-site service. • Perform installation of products and execution of services according to the job scope pertaining to generator related systems at customer sites including power plants or other heavy industrial sites. • Prioritize and execute all assigned work following best practices, including job assignments, travel arrangements, and all job-related documentation in the ERP system. • Ensure work is done completely, in a timely and workmanlike manner according to industry best practices and company processes and standards. • Engage the customer when applicable to promote Cutsforth solutions including products and services while on-site through product demonstrations as well as reports and related documentation of findings. • Communicate critical information and findings to client representatives as necessary. • Evaluate, troubleshoot, and solve problems related to generator systems including exciters, collector rings, brush rigging, shaft grounding equipment, monitoring systems including software and components, and Cutsforth products. • Use all available resources including Peers, Engineering Support, Instruction Manuals, and management to proactively identify, follow up, escalate and resolve any issues encountered onsite. • Perform work on electrically energized equipment including inspections, equipment service, and Cutsforth’s Online Truing process. • Perform well with high degree of patience and professionalism during common occurring delays, schedules changes and alterations to scope of work. • Be ready and available as needed for responsive deployment to customer sites as requested by management including air travel. This includes "on call 365 days a year" to support our customers/industry. • Maintain necessary personal access status including but not limited to a TWIC card, passport, routine drug tests, required safety training, etc. • Supervise assisting technician(s). • Complete all position-based training as assigned and own self-development. • Participate in regular status check-in meetings with FSM: Attend regular Team Meetings and Safety Meetings, Chat Sessions, Conference Calls as requested. • Participate in all safety training at each site as required by each site and adhere to all requirements as directed. • Lead by example, recognize safe behaviors, address unsafe behaviors, and immediately report safety concerns or incidents to the Lead Tech and or Operations Manager • Adhere to all Cutsforth and site-specific dress code guidelines and PPE requirements and maintain a clean and organized workspace on-site and in tool cases etc. • Be engaged in all forms of communication including email, business messaging solutions, text messaging and phone and video call availability with co-workers and customers whether dispatched or working from home. • Communicate with staff and customers professionally in a timely matter with a desire to be helpful and collaborative. • Ensure all company guidelines and processes for time recording and overtime are followed. • Demonstrate awareness for how FS Tech’s role contributes to company reputation and profitability.

Role Description This crucial position requires an individual who will not only resolve complex technical challenges for our clients but also serve as a vital internal advocate, channeling customer feedback to drive product enhancement. Success in this role demands a profound understanding of client requirements and close collaboration with internal and external stakeholders to ensure the rapid resolution of all technical issues. The selected candidate must flexibly adapt to dynamic situations while supporting the ongoing business growth of our clientele. As a core team member, you will be instrumental in maximizing the overall value of Docusign's solutions. This position is an individual contributor role reporting to the Technical Support Manager. Responsibilities - Provide exceptional support for the Docusign Agreement Cloud (DAC), Docusign Intelligent Agreement Management (IAM) and associated services. - Handle customer inquiries with a primary focus on technical challenges (including API integrations, network, and security), while collaborating with necessary resources to address a wide range of issues and deliver a complete solution. - Utilize support tools and resources necessary to solve the customer issue, including Salesforce, Jira, Docusign proprietary logging systems, SharePoint, browser developer tools, internal admin console, and text analysis tooling. - Own customer issues requiring engineering engagement to address bugs and influence the development roadmap. - Manage escalated cases from internal channels to troubleshoot issues customers face when using DocuSign products. - Communicate effectively in English, both written and verbally. - Contribute to the growth of the team and company by sharing knowledge as a mentor, collaborating on problem-solving, and improving internal and external documentation. - Collaborate with cross-functional teams such as Product, Engineering, and Account Management to ensure alignment. - Promote Docusign products and services through consultative discussions. - Meet and exceed Docusign Customer Support goals for areas of DAC expertise. Qualifications - Bachelor of Science degree in a Computer Science, Engineering, or related technical discipline. - 3+ years of SaaS troubleshooting experience in a Technical Support capacity in the Japanese business domain. - Understanding of modern markup and programming languages such as XML, Python, PHP, JavaScript/jQuery, or similar. - Experience troubleshooting in a web-based environment including HTTP, JSON, IIS, HTML, and CSS. - Proven experience in developing and enhancing technical documentation, including FAQs, knowledge base articles, and troubleshooting guides. Requirements - Deep expertise in Docusign technologies, including acting as a Subject Matter Expert in at least one area, with specific familiarity with the Docusign CLM workflows and architecture. - Log analysis experience using network tools such as Wireshark, Fiddler, Charles Proxy, browser developer tools or similar. - Proficiency with web-based applications and technologies such as web service APIs, monitoring tools (e.g., Dynatrace), and authentication technologies like SAML and oAuth. - Salesforce administration work experience. - Japanese Native Speaker. - Microsoft, Dynamics and/or SharePoint domain administrator. - Foundational knowledge of structured query languages such as SQL and SOQL. - Ability to troubleshoot complex data validation rules, including regular expressions. - Ability to collaborate effectively with product development teams (Engineering, Product Management) to escalate and resolve technical issues. - Self-motivated, goal-oriented, excellent organizational skills and superior time management skills. - Ability to adopt new technologies and application of learnings in daily work. - Excellent communication and collaboration skills to work seamlessly with customers, peers, and executives, and maintain composure in critical situations. Benefits - Docusign is committed to building trust and making the world more agreeable for our employees, customers and the communities in which we live and work. - We each have a responsibility to ensure every team member has an equal opportunity to succeed, to be heard, to exchange ideas openly, to build lasting relationships, and to do the work of their life. - Your contribution helps us make the world better than we found it.

• Install, qualify (IQ/OQ/PQ), maintain, and repair TFF/TFDF Systems, Chromatography, PATsmart™ Analytical products, XCell™ ATF, and related systems. • Collaborate with internal teams to execute Site Acceptance Tests (SAT) and support Factory Acceptance Tests (FAT) as needed. • Deliver customer training on system operation, software, and accessories. • Provide remote and on-site technical support to customers and internal teams. • Maintain accurate documentation of all service activities and escalate issues as needed. • Follow-up with customers and/or colleagues on all Service deliverables, pre and post service events.