Services Support Specialist - Fortive Corporation
Everett, WA
About the Job
The role of the Customer Support Specialist is to provide support to customers and distributors who contact Fluke via phone, email, or other online channels. This position on the front lines in resolving customer inquiries, enter orders for services and parts, provide status updates, maintain customer files, track order status, and transfer appropriately when needed, advising customers to the right place to get the help they need. Candidates to this role must poses great listening skills, communicate effectively over the phone and in writing, and be able to manage orders and service tickets keeping accurate pricing, part numbers, quantity, and terms.
Responsibilities:
+ Coordinates customer questions, concerns, issues, and processes with appropriate internal resources.
+ Basic identification of Fluke Brands and different Supporting Teams to transfer calls and cases appropriately.
+ Manage a high volume of daily phone & email customer requests, working in Five 9 Cloud phone and Microsoft Dynamics ticketing system.
+ Provide verbal & written support to distributors & end users on contracts, quotes & orders, including price, minimums, standard packs, and product availability. Provide order status, tracking information, shipping policies, product returns, service requests and status. Recognize potential order problems & help navigate to solution.
+ Process, expedite, and coordinate customer service orders by phone and email. Including processing RMAs (Return Material Authorization) from pricing request through assignment of RMA number. Provide updates on basic service, repair, and calibration quotations, order status and tracking information.
+ Appropriately prioritize and support customer under premium care plans and high priority tiers.
+ Act as information source to customers on product and service issues including answering non-technical questions regarding products, warranties & services.
+ Prepare documentation and ensure compliance with regulations. Provide quality responses to delivery, price, service product inquires, and requests for assigned accounts or countries. Significant cross training will be provided and used.
+ Assisting customers in navigation of the Fluke External web – Accessory store, where to buy, manuals, online RMA tools, and service support.
Qualifications:
+ This is a critical customer contact position that requires soft skills in attitude, patience, perseverance, tact, and empathy.
+ 2 years related customer service experience including call center, quoting, customer order status updates.
+ Strong constitution and even positive temperament
+ Ability to multi-task in a fast-paced environment
+ Able to learn quickly
+ Excellent verbal & written communication skills
+ Customer facing background including phone support
+ Strong attention to detail
+ Ability to complete tasks with minimal supervision using established policies, guidelines, written & verbal procedures and instructions.
+ Able to maintain punctual and consistent attendance.
+ Able to sit in a workstation facing a computer for extended periods of time
+ Good computer skills with focus on Word, Excel, Outlook, CRM and ERP systems
+ Prior experience as a user of ERP systems, specially with Oracle is a plus
+ Prior experience as a user of CRM and ticketing systems is a plus.
Fortive Corporation Overview
Fortive’s essential technology makes the world stronger, safer, and smarter. We accelerate transformation across a broad range of applications including environmental, health and safety compliance, industrial condition monitoring, next-generation product design, and healthcare safety solutions.
We are a global industrial technology innovator with a startup spirit. Our forward-looking companies lead the way in software-powered workflow solutions, data-driven intelligence, AI-powered automation, and other disruptive technologies. We’re a force for progress, working alongside our customers and partners to solve challenges on a global scale, from workplace safety in the most demanding conditions to groundbreaking sustainability solutions.
We are a diverse team 18,000 strong, united by a dynamic, inclusive culture and energized by limitless learning and growth. We use the proven Fortive Business System (FBS) to accelerate our positive impact.
At Fortive, we believe in you. We believe in your potential—your ability to learn, grow, and make a difference.
At Fortive, we believe in us. We believe in the power of people working together to solve problems no one could solve alone.
Fortive: For you, for us, for growth.
This position is also eligible for bonus as part of the total compensation package.
The pay range for this position (in local currency) is 18.85 - 34.99. Base pay offered may vary depending on various factors, including, but not limited to: job-related knowledge; skills; experience; and other eligibility factors such as geographic location. The Total Rewards package includes competitive base pay and an opportunity to enroll in a variety of benefit programs, generally including health insurance, flexible spending accounts, health savings accounts, retirement savings plans, life and disability insurance programs, and several programs that provide for both paid and unpaid time away from work.
We are an Equal Opportunity Employer
Fortive Corporation and all Fortive Companies are proud to be equal opportunity employers. We value and encourage diversity and solicit applications from all qualified applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity or expression, or other characteristics protected by law. Fortive and all Fortive Companies are also committed to providing reasonable accommodations for applicants with disabilities. Individuals who need a reasonable accommodation because of a disability for any part of the employment application process, please contact us at applyassistance@fortive.com.
Responsibilities:
+ Coordinates customer questions, concerns, issues, and processes with appropriate internal resources.
+ Basic identification of Fluke Brands and different Supporting Teams to transfer calls and cases appropriately.
+ Manage a high volume of daily phone & email customer requests, working in Five 9 Cloud phone and Microsoft Dynamics ticketing system.
+ Provide verbal & written support to distributors & end users on contracts, quotes & orders, including price, minimums, standard packs, and product availability. Provide order status, tracking information, shipping policies, product returns, service requests and status. Recognize potential order problems & help navigate to solution.
+ Process, expedite, and coordinate customer service orders by phone and email. Including processing RMAs (Return Material Authorization) from pricing request through assignment of RMA number. Provide updates on basic service, repair, and calibration quotations, order status and tracking information.
+ Appropriately prioritize and support customer under premium care plans and high priority tiers.
+ Act as information source to customers on product and service issues including answering non-technical questions regarding products, warranties & services.
+ Prepare documentation and ensure compliance with regulations. Provide quality responses to delivery, price, service product inquires, and requests for assigned accounts or countries. Significant cross training will be provided and used.
+ Assisting customers in navigation of the Fluke External web – Accessory store, where to buy, manuals, online RMA tools, and service support.
Qualifications:
+ This is a critical customer contact position that requires soft skills in attitude, patience, perseverance, tact, and empathy.
+ 2 years related customer service experience including call center, quoting, customer order status updates.
+ Strong constitution and even positive temperament
+ Ability to multi-task in a fast-paced environment
+ Able to learn quickly
+ Excellent verbal & written communication skills
+ Customer facing background including phone support
+ Strong attention to detail
+ Ability to complete tasks with minimal supervision using established policies, guidelines, written & verbal procedures and instructions.
+ Able to maintain punctual and consistent attendance.
+ Able to sit in a workstation facing a computer for extended periods of time
+ Good computer skills with focus on Word, Excel, Outlook, CRM and ERP systems
+ Prior experience as a user of ERP systems, specially with Oracle is a plus
+ Prior experience as a user of CRM and ticketing systems is a plus.
Fortive Corporation Overview
Fortive’s essential technology makes the world stronger, safer, and smarter. We accelerate transformation across a broad range of applications including environmental, health and safety compliance, industrial condition monitoring, next-generation product design, and healthcare safety solutions.
We are a global industrial technology innovator with a startup spirit. Our forward-looking companies lead the way in software-powered workflow solutions, data-driven intelligence, AI-powered automation, and other disruptive technologies. We’re a force for progress, working alongside our customers and partners to solve challenges on a global scale, from workplace safety in the most demanding conditions to groundbreaking sustainability solutions.
We are a diverse team 18,000 strong, united by a dynamic, inclusive culture and energized by limitless learning and growth. We use the proven Fortive Business System (FBS) to accelerate our positive impact.
At Fortive, we believe in you. We believe in your potential—your ability to learn, grow, and make a difference.
At Fortive, we believe in us. We believe in the power of people working together to solve problems no one could solve alone.
Fortive: For you, for us, for growth.
This position is also eligible for bonus as part of the total compensation package.
The pay range for this position (in local currency) is 18.85 - 34.99. Base pay offered may vary depending on various factors, including, but not limited to: job-related knowledge; skills; experience; and other eligibility factors such as geographic location. The Total Rewards package includes competitive base pay and an opportunity to enroll in a variety of benefit programs, generally including health insurance, flexible spending accounts, health savings accounts, retirement savings plans, life and disability insurance programs, and several programs that provide for both paid and unpaid time away from work.
We are an Equal Opportunity Employer
Fortive Corporation and all Fortive Companies are proud to be equal opportunity employers. We value and encourage diversity and solicit applications from all qualified applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity or expression, or other characteristics protected by law. Fortive and all Fortive Companies are also committed to providing reasonable accommodations for applicants with disabilities. Individuals who need a reasonable accommodation because of a disability for any part of the employment application process, please contact us at applyassistance@fortive.com.
Source : Fortive Corporation
