Technical Customer Support P15 ServiceChannel Remote, Posted ago

Position: Technical Customer Support P15 ServiceChannel Remote, United States Posted 8 hours ago
Remote## Technical Customer Support P15

Remote, United States
** About Service Channel
** Service Channel is the leading cloud-based service automation platform for facilities management. Our Managed Services team partners with customers to source, procure, manage, and pay for repair and maintenance services, delivering measurable outcomes across provider performance, asset uptime, spend optimization, and customer experience.
** Role Summary
** The Facilities Manager leads a team of Facility Coordinators and owns day-to-day service delivery across a multi-site portfolio. This role is the primary operational escalation point for customer stakeholders, ensuring adherence to SOPs, KPI delivery, vendor coaching, and data-driven continuous improvement. Customer stewardship and program leadership are core expectations.
** Key Responsibilities
**** Leadership & People Management
*** Hire, train, coach, and performance-manage Facility Coordinators; conduct quality monitoring and evaluations.
* Set clear role definitions, goals, and timelines; maintain team schedules to ensure coverage during business hours.
* Foster collaboration, knowledge transfer, and process discipline; lead weekly internal operations meetings.
** Customer Stewardship & Communication
*** Serve as the primary operational point of contact; lead weekly/biweekly meetings and quarterly business reviews.
* Proactively communicate status, risks, wins, and improvement plans; manage change requests and maintain SOPs.
* Ensure timely closure of inquiries via helpdesk, email, and phone; uphold professionalism in every interaction.
** Service Delivery & Work Order Management
*** Oversee work-order lifecycle, SLAs, and emergency response; monitor internal reporting for process adherence.
* Guide the team on cost controls (warranty, landlord responsibility, asset lifecycle) and approval pathways.
* Coordinate scheduled maintenance compliance; optimize preventive maintenance programs.
** Provider/Vendor Management
*** Align providers to customer expectations, coach performance, and resolve escalations.
* Monitor KPIs for on-time response, first-time fix, quality, and cost; drive corrective action plans.
** Analytics, Reporting & Continuous Improvement
*** Develop and present portfolio analytics and dashboards to reveal trends and opportunities; translate insights into action.
* Lead root-cause analysis and implement process improvements that reduce cycle times and improve customer satisfaction.
** Risk, Compliance & Safety
*** Identify and mitigate operational risks; ensure compliance with customer policies and relevant regulations.
* Document incidents and countermeasures; communicate risk posture and remediation progress.
** Financial & Contract Stewardship
*** Support budget adherence and forecasting; review spend patterns and savings opportunities.
* Partner with Account Management on contract obligations, renewals, and commercial considerations.
** Tools & Platforms
*** Service Channel platform (Work Order Management, Analytics)
* Zendesk (ticketing/helpdesk)
* Salesforce and Gainsight (CRM/Customer Success)
* Microsoft Excel and Power Point
* Collaboration tools (Teams, Slack)
** Required Qualifications
*** 5+ years in Facilities Management or related field, including 2+ years leading teams.
* Experience managing multi-site portfolios.
* Mastery of work-order management, vendor performance coaching, and SOP governance.
* Advanced communication skills and stakeholder management.
* High proficiency in Microsoft Excel and PowerPoint; strong data-driven decision-making.
* Ability to work remotely with occasional on-call escalation.
* Strong time management, organization, and problem-solving skills.
** Preferred Qualifications
*** Bachelor’s degree in Facilities Management, Business Administration, or related field.
* Experience with Service Channel, Salesforce, and Gainsight.
* Industry background in Restaurant, Hospitality, Medical/Veterinary, or Retail settings.
* Record of success supporting enterprise B2B SaaS products and presenting to customers.
** Work Conditions
*** Remote role covering standard business hours in local time zone; comfortable on camera for meetings.
* Occasional travel for client onsite meetings and team events.
** Fortive Corporation Overview
** 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…