• Provide frontline technical and operational support to customers and internal teams • Answer and document hotline calls from customers, Product Support, and field staff • Follow defined troubleshooting scripts and established escalation paths • Escalate complex or unresolved issues to senior Product Support Engineers or appropriate internal teams • Provide assistance with device operation questions and basic maintenance guidance • Perform basic service activities such as troubleshooting and coordinating part replacement • Support parts and tool tracking, including basic part ordering and returns under guidance • Use required business systems (including Oracle and Salesforce) for case documentation and part management • Participate in scheduled Level I hotline coverage during normal business hours • Provide after-hours hotline support on a rotational basis • Participate in required clinical and product training to build foundational product knowledge (travel required) • Participate in on-site installations, preventive maintenance, or repair activities while shadowing senior engineers or field staff • Support cross-functional projects and operational initiatives as assigned • Maintain service documentation and follow expense management guidelines when applicable • Support customer satisfaction metrics through professional communication and timely issue resolution • Adhere to all applicable regulatory requirements and internal quality standards