Customer Support Specialist – Service And Care Plans

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.
• Manage a high volume of daily phone & email customer requests, working in Five 9 Cloud phone and Microsoft Dynamics ticketing system.
• Basic identification of Fluke Brands and different Supporting Teams to transfer calls and cases appropriately.
• 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.

• Prior experience as a user of CRM and ticketing systems is a plus.
• 2 years related customer service experience including call center, quoting, customer order status updates.
• This is a critical customer contact position that requires soft skills in attitude, patience, perseverance, tact, and empathy.
• Ability to complete tasks with minimal supervision using established policies, guidelines, written & verbal procedures and instructions.
• Customer facing background including phone support
• Strong constitution and even positive temperament
• Able to maintain punctual and consistent attendance.
• Good computer skills with focus on Word, Excel, Outlook, CRM and ERP systems
• 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.
• Excellent verbal & written communication skills
• Able to learn quickly
• Act as information source to customers on product and service issues including answering non-technical questions regarding products, warranties & services.
• Appropriately prioritize ans support customer under premium care plans and high priority tiers.
• Able to sit in a workstation facing a computer for extended periods of time
• Strong attention to detail
• Ability to multi-task in a fast-paced environment
• Assisting customers in navigation of the Fluke External web – Accessory store, where to buy, manuals, online RMA tools, and service support.
• Prior experience as a user of ERP systems, specially with Oracle is a plus
• 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.

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.

At Fortive, we believe in growth. We’re honest about what’s working and what isn’t, and we never stop improving and innovating.

Fortive: For you, for us, for growth.

Ready to move your career forward? Find out more at careers.fortive.com.

As Southeast District Sales Manager, you will drive meeting and exceeding growth targets; developing, training, and motivating the sales team, driving strategies to accelerate growth, and identifying, cultivating, and delivering new business opportunities. The position will report to the Director of IG Field Sales and become a member of the business unit leadership shown success, this position can advance into larger opportunities with greater responsibility at the company.
Core Responsibilities:

• Experience with value-selling technical products and proficiency in commercial and industrial business.
• Bachelor’s degree with a concentration in a technical field preferred and validated experience in relationship management, metrics, technical sales, preferably test and measurement.
• Cultivates resilience by helping the organization to follow through on commitments despite setbacks and accept cross-functional feedback for improvements.
• Self-motivated, responsible, detail oriented, and skilled at multi-tasking.
• Develops a vision and strategic plan based on past success and drive future market trends.
• Ability to travel (60%+) and live within assigned territory.
• Creative, objective and possess a high level of integrity.
• Builds an impactful organization and accelerates the development of diverse, high potential and promotable employees; sets expectations and holds all team members accountable; uses recruiting, hiring, performance reviews, development plans and promotional opportunities to grow top sales talent and a pipeline of successors.
• Experience inspiring change, integration, and results.
• Experience leading a sales team. MBA a plus.
• Creates an inclusive environment by soliciting alternative views from the team and understanding the right mix of abilities, backgrounds, viewpoints and capabilities to proactively improve organizational design and deliver results.
• Assesses geographical markets to deploy specific growth priorities in assigned region.
• Uses the Fortive Business Systems (FBS) and other tools for direct planning, problem solving and reporting of results against goals.
• Achieves maximum sales, profitability, and growth by materially increasing share of wallet customer spend in the region.
• Ability to build functional metrics and drive them into the organization so that the team optimally and efficiently understands, adapts, and reaches goals.
• All external hiring is contingent upon the successful completion of a pre-employment drug screen and a criminal background check. Fluke is an Equal Opportunity Employer
• Develop sales forecasts to achieve monthly, quarterly, and annual sales targets.
• Experience in continuous improvement and policy deployment.
• Grows and expands relationships with key local, regional, and national distribution leaders relevant to the Fluke business.
• Effective listening and partnership skills.
• Ability to develop tactics driving stated corporate and regional strategies.
• Experience developing and running distribution channel sales forces, teams, and structures.
• Coordinates and leads programs to drive new product launches to success and broaden market penetration.
• Uses metrics and strong funnel management to drive appropriate focus on prospecting, new deals, and business growth.
• Consistent record developing, leading and retaining sellers who are passionate about rapid speed of implementation and detailed execution of strategy and tactics
• Develop and maintain a sales strategy and business plan for key Distributor accounts. Use the business plan as a roadmap for go-to-market program development, including sales goals.
• High expectations with the courage to challenge the status quo, coach teams, improve processes, and exceed targets
• Exceptional communication (both verbal and written), listening, and executive presentation skills

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.
At Fortive, we believe in growth. We’re honest about what’s working and what isn’t, and we never stop improving and innovating.
Fortive: For you, for us, for growth.
Ready to move your career forward? Find out more at careers.fortive.com.
Fluke is leading the world in creating software, test tools and technology that will support customers today and in the future. We are a customer-obsessed market leader with a strong reputation for reliability, quality and safety.
A wholly owned subsidiary of Fortive Corporation (www.fortive.com), Fluke is a global corporation headquartered in the greater Seattle area. Driven by the successful Fortive Business System, Fluke offers the passion of a startup with the resources of a Fortune 500 company. We are focused on the growth of our individual employees, teams and the Fluke brand.
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 process should ask to speak with a Human Resources representative to request an accommodation.
National: The salary range for this position (inclusive of sales incentives/commission) is $122,500- $227,500
This position is also eligible for bonus as part of the total compensation package.
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.
FLU013567