Job Description
Resolve Issues: Address and resolve customer concerns promptly to maintain satisfaction and service continuity.
Build Relationships: Foster long-term engagement through proactive communication and trust.
Provide Proactive Support: Anticipate needs and prevent issues before they escalate.
Monitor Performance: Track usage and satisfaction metrics to ensure customers gain maximum value.
Share Best Practices: Educate customers and providers on ServiceChannel applications.
Identify System Issues: Report technical issues to the development team for resolution.
Review Costs: Analyze work orders for cost-saving opportunities (e.g., warranties, landlord coverage).
Support Projects: Assist with customer-facing initiatives and special projects.
Manage Emergencies: Monitor emergency work orders and ensure timely resolution.
Lead Reviews: Conduct quarterly business reviews and regular operations meetings with customers.
Collaborate: Work cross-functionally to support internal and external initiatives.
1–3 years of experience in facilities work order management (Restaurant, Hospitality, Medical/Veterinary, or Retail).
Strong customer relationship management skills with a track record of high satisfaction.
Proficiency in Microsoft Excel and PowerPoint.
Excellent verbal and written communication skills in English.
Ability to work independently in a remote environment with strong organizational and time management skills.
Analytical mindset for reviewing data and identifying cost-saving opportunities.
Adaptability and openness to feedback; comfortable with process updates.
High attention to detail and accuracy.
Comfortable being on camera for virtual meetings.
High School Diploma or GED.
Bachelor’s degree in business administration, facilities management, customer service, or related field.
Experience with facilities management software (e.g., ServiceChannel) and CRM tools (Salesforce, Gainsight).
Comprehensive Benefits: Medical, dental, and vision insurance; life insurance.
Retirement Savings: 401(k) with company match.
Flexible Time Off: Generous PTO policy.
Paid Parental Leave: Support for growing families.
Remote Work Flexibility: Work from home with occasional schedule adjustments.
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.