Fortive · 4 days ago
Technical Customer Support
Remote, United States
Full-time
Remote
Entry Level
$48K/yr - $88K/yr
1+ years exp
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Responsibilities
Promptly address and resolve any Customer issues or concerns to ensure satisfaction and continuity of service.
Build and maintain strong relationships with Customers to foster loyalty and long-term engagement.
Anticipate Customer needs and address potential issues before they escalate.
Track Customer usage and satisfaction metrics to ensure they derive maximum value from ServiceChannel products and services.
Share best practices with Customers and providers on ServiceChannel applications.
Identify and report system issues to the Development Team for resolution.
Review work order requests for cost-saving opportunities related to asset or equipment repairs (e.g., warranty, landlord).
Assist with customer-facing initiatives and special projects as they arise.
Monitor emergency work orders to ensure timely and effective communication and resolution to the customer.
Conduct quarterly business review presentations with customers to discuss performance and opportunities for improvement.
Conduct regular operations meetings (weekly, biweekly, or monthly) with Customers to review ongoing activities and address any concerns.
Work effectively with cross-functional teams to support both internal and external initiatives.
Qualification
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Required
1-3 years in facilities work order management (Restaurant, Hospitality, Medical/Veterinary, or Retail).
Familiarity with facilities management and customer success best practices.
Proven track record of managing customer relationships and ensuring high satisfaction.
Proficiency in Microsoft Excel and PowerPoint.
Excellent verbal and written English skills; ability to understand and respond to instructions and feedback clearly.
Strong ability to build and maintain positive relationships with customers, providers, and team members.
Ability to address customer issues promptly with compassion and effective resolution.
High level of accuracy and detail orientation.
Ability to review and analyze data for cost-saving opportunities and process improvements.
Coachable and responsive to feedback; open to updating processes.
Ability to work independently from home with a strong record of attendance and punctuality.
Exceptional organizational and time management abilities.
Ability to handle special projects and emergencies; flexible schedule starting at 8 AM EST, with occasional evening or weekend coverage.
Comfortable being on camera for remote meetings.
High School Diploma or GED.
Preferred
A bachelor's degree in business administration, facilities management, customer service, or a related field.
Proficiency in facilities management software (e.g., ServiceChannel) and customer relationship management (CRM) tools (Salesforce/Gainsight)
Benefits
Health insurance
Flexible spending accounts
Health savings accounts
Retirement savings plans
Life and disability insurance programs
Medical, dental, vision, life and LTD insurance
HSA
401(k) retirement plan
Flexible time-off policy
Paid parental leave
Company
Fortive
Fortive provides the essential technology for the people who create, implement, and accelerate progress.
10001+ employees
Funding
Current Stage
Public CompanyTotal Funding
$1.3B2024-02-08Post Ipo Debt· $1.29B
2020-03-03Post Ipo Equity· $2.98M
2016-06-17IPO
Leadership Team
James A. Lico
President & CEO
M
Monti Ackerman
Group Chief Financial Officer
Recent News
MarketScreener
2024-11-19
Company data provided by crunchbase
