SOFTWARE SUPPORT - RESPONSIBILITIES

The Software Support Manager (SSM) supervises a staff of Software
Support Specialists (SSS) whose day-to-day responsibilities include:

   - Technical support (by telephone and on-site) of LMI customers,
field service, and technical sales representatives using system software
and optional products

   - Development of technical bulletins and other services for field
personnel

   - Qualification, evaluation, and tracking of software problems (bugs)
and enhancement requests through resolution by Engineering and release
of software updates

   - Miscellaneous projects (such as the electronic mail bug reporting
system)

   - Internal software support (maintaining in-house Customer Service
systems; assisting system managers in other departments)

Each LMI software product is assigned to an SSS for call coverage and
over-all product service responsibilities, which include:

   - Working with the cross-functional product team

   - Product service planning and new product introduction

   - Documentation and software test reviews

   - Logistical planning and execution

   - Specifying and/or developing diagnostics

   - Establishing product maintenance/update priorities

The SSM is responsible for:

   - Developing and maintaining LMI software support and maintenance
services and policies

   - Working with Dispatch on software call handling procedures

   - Intervening in escalated problems

   - Tracking the call load and assignments on a daily basis

   - Representing Software Support at inter-departmental functions such
as ECO meetings and project reviews

   - Providing weekly and monthly group status reports