Lead customer phone and remote-support sessions to gather technical details, explain findings, coordinate resolution activities, and manage service requests with customers, partners, and backline support, including dispatch, escalation, component replacement, exchange, or vendor-provided fixes. The work requires moderate physical exertion with long periods of standing; frequent walking; frequent bending, crouching, stooping, stretching, reaching, or similar activities; occasional lifting/moving of items up to 50 pounds (unassisted) and up to 200 pounds (assisted).