Fluke Corporation · 1 week ago
Customer Support Tier1 Manager - Asset Solutions Group
United States
Full-time
Remote
Mid, Senior Level
3+ years expFluke Corporation is a global industrial technology innovator with a startup spirit. As the Customer Support Manager for Tier 1, you will lead a frontline support team responsible for the timely intake, triage, and resolution of customer support cases for multiple SAAS products, ensuring outstanding customer experiences through effective communication and collaboration with cross-functional teams.
Electrical & Electronic Manufacturing
Responsibilities
Manage Tier 1 support team performance, ensuring adherence to case handling standards and response SLAs
Monitor case queues, phone, and chat channels to maintain rapid response and balanced workload distribution
Provide guidance and mentorship to team members, fostering technical growth and customer-centric behaviors
Oversee initial triage and routing processes to ensure accurate severity assessment and escalation
Enforce case hygiene protocols, including timely follow-ups, documentation accuracy, and closure compliance
Conduct regular audits of case documentation for completeness and quality
Ensure clear, empathetic, and timely communication with customers throughout the case lifecycle
Drive initiatives to improve CSAT scores and overall customer experience
Coordinate Requests for Assistance (RFAs) with Tier 2 and Engineering for complex issues
Lead or facilitate customer calls involving cross-functional teams to ensure effective resolution
Partner with Tier 2 to maintain and enhance the Support Knowledge Base (KB)
Manage on-call rotation for high-severity incidents outside business hours
Represent Tier 1 in triage meetings, ATCM processes, and operational readiness reviews
Oversee smoke testing post-production changes and participate in RCA workshops for major incidents
Maintain awareness of product roadmap to anticipate support needs and prepare the team accordingly
Qualification
Required
3–5 years of experience in customer support leadership, preferably in a SaaS or software environment
Proven ability to manage and develop high-performing teams
Strong communication, interpersonal, and conflict-resolution skills
Familiarity with support tools (e.g., Zendesk, Salesforce, Jira)
Solid understanding of technical troubleshooting and escalation processes
Ability to thrive in a fast-paced, dynamic environment
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