• Maintain monthly phone response rates and implement improvements for better customer service. • Collaborate with R&D to refine Standard Operating Procedures (SOPs) and ensure timely responses to technical inquiries. • Assist with administrative tasks while delivering prompt technical solutions to colleagues and clients. • Oversee inspection and repair of equipment, ensuring timely and efficient resolutions. • Manage RMAs and streamline replacement processes within strict timelines. • Supervise warehouse operations to maintain smooth inventory and order management.