Service Support Specialist

Front-line customer support position – heavy phones and service request tickets. Enters domestic and international service quotes and orders, expedites orders, provides order status to customers. Maintains customer files and tracks order status. Reviews orders for correct price, part number, and quantity and terms.

• a) In-bound calls and out-bound calls for Fluke customers returning products for repair and calibration services.
• b) Provide quotes, RMA set-up and order status to Fluke customers.
• c) Process, expedite and coordinate customer orders (oral and written) from pricing request (quotes) through assignment of RMA. Prepare documentation and ensure compliance with regulations. Perform specific activities and processes particular to assigned application. Provide quality responses to delivery, price, service product inquiries, and requests for assigned accounts or countries. High degree of cross training required.
• d) Coordinate internal questions, concerns, issues, and processes with appropriate organization. Provide services where appropriate and develop partnerships to ensure customer satisfaction. Acts as an information source on customer service order-processing and/or service policies and procedures. This is a critical customer contact position that requires strong oral and written communication skills including tact and diplomacy.
• e) Review contract/purchase orders to ensure Fluke minimum order and quality requirements are met. Recognize potential order problems. Research and resolve discrepancies.
• f) Perform special projects and other related duties as assigned.

Background and skills the preferred candidate will possess:

• 2 years of related Customer Service experience including call center, quoting, order processing, RMA set-up, customer master set-up.
• Proven ability to communicate well with internal and external customers via phone and email.
• Good computer skills with focus on MS Word, Excel, Outlook and Oracle and Microsoft Dynamics.
• Excellent written and oral communication skills, excellent organizational skills.
• Must be multi-task oriented and able to work in a fast-paced environment with a high degree of accuracy and attention to detail.
• Ability to work with other departments and customers with tact and diplomacy.
• Ability to complete tasks with minimal supervision using established policies, order processing guidelines, procedures, and verbal instruction.

The ideal candidate will also possess knowledge of Fluke Industrial products, Fluke customers and processes, have recent experience with Oracle and Microsoft Dynamics and Five9 phone system.

Fluke is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, national origin, religion, gender, age, marital status, disability, veteran status, sexual orientation, gender identity, or any other characteristic protected by law.

Fortive’s essential technology makes the world safer and more productive. We accelerate transformation in high-impact fields like workplace safety, build environments, and healthcare. We are a global industrial technology innovator with a startup spirit. Our forward-looking companies lead the way in healthcare sterilization, industrial safety, predictive maintenance, and other mission-critical solutions. 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 advanced technologies that help providers focus on exceptional patient care.

We are a diverse team 10,000 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.

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 (), 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.

The salary range for this position (in local currency) is 47,600.00 – 71,400.00