Customer Support

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Fortive

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 2016

🏥 Healthcare

🏭 Manufacturing

📦 Logistics

💰 Post-IPO Equity on 2020-03

Healthcare • Manufacturing • Logistics

Fortive is a global industrial technology company that specializes in delivering advanced healthcare solutions, intelligent operating solutions, and precision technologies. With a team of 18,000 employees, Fortive works on solving tough technical challenges, empowering safer, smarter, and more efficient industrial operations. The company emphasizes sustainability, integrity, and continuous improvement, striving for a future that's stronger, safer, and smarter. Fortive has been recognized as one of America's Most Responsible Companies, demonstrating its commitment to positive social and environmental impact.

📋 Description

• Configure and maintain ServiceChannel platform settings based on customer requirements • Modify and manage user access, permissions, and administrative settings • Implement customer-requested updates within approved platform modules • Maintain dashboard settings, workflows, and issue list configurations • Serve as the primary point of contact for platform administration requests • Review customer enhancement requests and collaborate with internal stakeholders to evaluate solutions • Provide customers with updates on enhancement requests and platform initiatives • Communicate system performance issues and platform updates to customers and internal stakeholders • Support configuration and administration across locations and provider assignments, asset management, refrigerant tracking, site planning, inventory, projects, Supply Manager, preventative maintenance, business hours, invoice and proposal workflows, auto invoice approval, dashboards, and issue lists • Partner with Customer Success Managers, Product teams, Support teams, and Facility Coordinators to deliver customer solutions • Participate in customer meetings related to platform administration and optimization • Document platform changes and maintain configuration records • Escalate issues and risks appropriately to leadership and technical teams

🎯 Requirements

• 2+ years of experience in SaaS administration, customer support, system administration, facility management technology, or related fields • Experience managing customer-facing technology solutions • Strong analytical and troubleshooting skills • Ability to manage multiple priorities and customer requests simultaneously • Excellent written and verbal communication skills • Experience working with cross-functional stakeholders • ServiceChannel platform experience preferred • Zendesk experience preferred • Knowledge of facilities management workflows preferred • Experience with workflow automation and business process optimization preferred • Experience supporting enterprise customers preferred