Fluke Corporation ยท 1 week ago
Field Professional Services Manager
Everett, WA
Full-time
Onsite
Senior Level
$89K/yr - $166K/yr
5+ years expFluke Corporation is a global corporation leading the world in creating software, test tools, and technology. The Field Professional Services Manager is responsible for guiding high-performing teams across field service operations, technical training, and SaaS professional services, while ensuring quality service delivery and customer satisfaction.
Responsibilities
Lead, mentor and develop the Field Services team responsible for onsite customer support, installation, training, repairs, and technical assistance ensuring technical excellence and a customer first mindset
Develop and implement service delivery standards to ensure quality, efficiency, and customer satisfaction
Manage scheduling, resource allocation, and field service logistics to meet service level commitments
Partner with Engineering and Product Management to identify and resolve recurring product issues
Develop and implement service tracking metrics including response time, resolution time, service cost, and customer satisfaction
Oversee the development and delivery of technical training programs for customers, distributors, and internal teams
Manage the Training team in creating and maintaining training materials, handouts, and e-learning modules for Fluke devices and software applications
Ensure training content remains up to date with current products, firmware, and software releases
Facilitate certification programs for service partners and internal technicians
Evaluate training effectiveness and implement improvements based on feedback and performance data
Lead the Professional Services team responsible for software implementation, data migration, and customer onboarding for SaaS solutions
Establish project delivery processes and ensure consistent execution across all customer implementations
Collaborate with Sales, Product, and Support teams to align customer outcomes and expectations
Manage Professional Services portfolio, including defining service offerings, pricing strategies, and delivery models to ensure profitability, scalability, and alignment with customer needs
Coach and develop high-performing technical team members, fostering collaboration and technical growth
Define and implement standard operating procedures for both field service and training functions
Drive continuous improvement initiatives focused on operational excellence and customer experience
Serve as a visible leader and coach, fostering a culture of accountability, innovation, and continuous learning
Build succession plans and career paths for technical team members
Qualification
Required
Bachelor's degree in engineering, business, or related field (or equivalent experience)
5+ years of experience managing technical teams, customer training, or SaaS implementation teams
5+ years of customer service experience including resolving inquiries, handling complaints, and maintaining a positive customer experience in a fast-paced environment
5+ years of experience using commercial systems such as ERP (e.g., Oracle, SAP) and CRM (e.g., MS Dynamics, Salesforce)
Demonstrated success in building and scaling field support, professional services and/or training teams
Proficiency in MS Office products, including Excel, Word, and Power Point. Experience with project management tracking software a plus
Experience in drafting clear and concise technical and process documentation
Excellent communication and interpersonal skills, with the ability to work effectively with stakeholders at various levels
Strong leadership presence with ability to influence across technical and non-technical teams
Adept at working in a fast-paced environment with evolving needs, priorities, and deadlines
Ability to travel up to 50% domestically and internationally
Company
Fluke Corporation
Fluke Corporation, a wholly owned subsidiary of Fortive Corporation (NYSE: FTV), is the world leader in the manufacture, distribution and service of electronic test tools and software.
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Jon Douyard
VP, Finance and CFO
Anil Urs
Chief Information Officer
Company data provided by crunchbase