Lead, mentor, and manage a team of FSEs, including hiring, training, and performance management.
Oversee field deployments, repairs, upgrades, and customer technical support in line with SLAs and
Develop and maintain instructions, standard operating procedures (SOPs), safety procedures, and
Collaborate with Operations, Customer Solutions, Quality Assurance, Engineering, and Product teams
Provide leadership for escalated technical issues, customer concerns, and critical field
Drive continuous improvement of field support operations, incorporating lessons learned, metrics

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