• Engage in a comprehensive ~3 month in field and classroom training program to ensure you have the skills and tools to be successful. • Once trained, you will travel to customer sites in your region to Install, Repair, Troubleshoot, Service and Calibrate the most advanced measuring instruments in the world. • Work hands on to learn new skills on high tech CMM’s (Coordinate Measuring Machines) utilizing mechanical and electronic aptitude. • Document service work and maintain accurate service records. • Work independently while representing the company in a fast-paced and innovative environment.

• Perform timely and accurate preventative maintenance of medical equipment with a hospital or healthcare system to ensure optimal delivery of healthcare services to patients • Perform troubleshooting, service repairs and installations of moderate complexity • Lead communications with customers and serve as escalation point for customer related concerns, including installations • Own customer issues from dispatch or identification of issue to resolution • Proactively engage with other team members to ensure appropriate solution for the customer • Lead installations, validations, maintenance, and service repair needs on designated equipment • Leverage customer knowledge and relationships to assist customers and service sales with contract and on demand revenue growth • Maintain relationships with customers and ensure timely communication, resolution and proper follow up to drive customer satisfaction • Adhere to company policies, procedures and hospital protocols to ensure regulatory and compliance requirements are met; ensuring documentation of all work performed is captured daily, including debriefing including metrics and ordering parts • Partner with the customer and/or the sales team to recommend value-added services that will help the customer run their business more efficiently • Utilize the GEHC escalation process, as needed, and work closely with region and national support to define and implement corrective action plans to resolve customer issues

• Complete installations, preventive maintenance, and corrective repairs on assigned instruments to ensure optimal performance and compliance with quality standards. • Diagnose technical problems across multiple complex instruments, document resolutions accurately, and close service calls within defined timelines. • Manage customer issues from start to resolution or escalation, deliver superior service, and build strong relationships through proactive communication. • Plan and prioritize service visits, maintain accurate inventory, and support on-call rotation, after-hour coverage, and travel for training or critical account support. • Follow all regulatory, quality system, and laboratory safety guidelines during service activities; maintain accurate documentation for audits. • Partner with cross-functional teams to meet business goals and provide guidance to other Field Service Representatives to strengthen team capability. • Meet targets for service sales, cost of service, and key performance indicators (KPIs) for assigned accounts. • Utilize remote support tools to maximize instrument uptime and maintain certifications through ongoing training and development.

• Provides advanced technical consultation and support to customers, serving as a subject matter expert for Mycronic products and systems • Exercises discretion and independent judgment to analyze, diagnose, and resolve complex system software and hardware failures and product performance issues • Performs autonomous weekly Preventive Maintenance (PM) on customer systems, ensuring seamless, unsupervised execution to maintain system uptime and operational efficiency • Develops and implements innovative, custom solutions for diverse customer applications and implements sustainable corrective actions to resolve recurring system issues • Gains and maintains foundational system knowledge of SLX and other relevant systems to effectively support and troubleshoot equipment • Influences product development by providing field-based insights, documenting customer feedback, and collaborating with product development and engineering teams • Serves as the primary technical liaison between customers and internal engineering/development teams, translating complex technical concepts into understandable solutions and influencing future product enhancements • Oversees system buyoffs, demonstrations, and new product setups, ensuring a high-quality customer experience and successful integration • Possesses a working knowledge of troubleshooting processes, including understanding the initial steps, gathering important information, and asking pertinent questions to efficiently diagnose issues and minimize customer downtime • Prepares and delivers compelling presentations to customers, vendors, and senior associates, actively participating in regular customer meetings to foster strong relationships • Establishes and maintains effective communication with customers and internal stakeholders, escalating support issues to management and higher-level support when necessary to maintain system performance and customer satisfaction • Develops deep knowledge of Mycronic equipment applications and products through continuous self-study, corporate training programs, and on-the-job experience • Submits all required documentation accurately and timely, including trip reports, expense reports, and service records • Adheres rigorously to all safety protocols and utilizes all required safety equipment • Performs other duties as assigned related to the company's service processes and overall business needs