• Be a customer advocate and provide a world class level of customer support to internal and external customers • Assume responsibility as the first human interface with the customer for incoming calls • Accurately open and document service events within the SMS • Generate the appropriate work order for field service engineer • Investigate, analyze and rectify customer concerns or elevate problems to management • Coordinate the daily schedule for Field Service Engineers/Vendors • Conduct follow-up calls/emails after repairs/installs • Communicate with domestic/international partners and vendors • Receive and process orders from customers via telephone, website and e-mail • Track all backorders and ensure timely filling • Notify supervisor of repetitive problematic issues • Ensure compliance with Company health, safety and environmental policies • Comply with all applicable U.S. export control and security regulations