Customer Service Desk Agent

Fortive; United States; Hybrid; USD 40,000 - 55,000; Full time

Benefits offered by this job

Flexible office hours

Opportunities for growth and development

Access to Fortive Business System tools

Job summary

Fortive is looking for a Customer Support Agent to join our Service Desk Team in the United States. You'll assist EMEA customers with calibration and repair requests, acting as the liaison between clients and our technical teams. This role requires managing service requests in Oracle, overseeing logistics, and ensuring excellent customer service.

We value a multi-cultural workplace and offer a hybrid work model with flexible hours. The ideal candidate will have strong communication skills and at least two years of customer support experience.

Qualifications

• Experience managing customer inquiries via phone or email.
• Familiarity recording tasks in company systems like Oracle or SAP.
• Proven ability to handle customer complaints.

Responsibilities

• Handle customer inquiries and prepare service orders.
• Manage logistics for equipment repair and calibration.
• Monitor KPIs and apply problem-solving methods.

Skills

Fluency in English

Knowledge of German, French, or Dutch

Good digital literacy with MS Office

Accuracy in data processing

Strong communication skills

Proactive problem-solving

Education

Intermediate vocational degree (MBO)

Minimum two years of work experience in Customer Support

Tools

Oracle

SAP

Job description

Customer Support, Service Desk

As a member of the Customer Support – Service Desk Team, you will work alongside experienced agents to handle all EMEA customers who reach out to Fluke for calibration or repair of their units. You will serve as the connection between our customers and our Service Technicians and Logistics teams based in our Labs in Eindhoven (NL), Cologne (DE), and Norwich (UK). Your working day will start between 7:30 and 9am, according to your needs.

Along with the rest of the team, you will be responsible for processing service requests in Oracle, organizing shipment collections, managing our RMA backlog, handling email communications in Outlook, solving logistical issues with internal teams and carriers, and performing any other tasks specific to your assigned region and team.

RESPONSIBILITIES

• Work with our partners, suppliers, and customers located mainly in Europe, Great Britain, and the Middle East, Africa, and Turkey (MEAT)
• Handle internal and external customer inquiries via phone or email
• Create service orders in the systems for equipment coming in for repair or calibration
• Prepare and provide pickup labels, master packing lists, and dangerous goods information
• Manage our Loaner pools in the UK and NL, when applicable
• Monitor KPIs via Visual Management, identify deviations in time, and apply Problem Solving to close gaps to target
• Follow communication procedures, guidelines, and policies

EDUCATION / EXPERIENCE REQUIREMENTS

Intermediate vocational degree (MBO) OR minimum two years of work experience in Customer Support or equivalent experience in a similar industry and position, where you have handled at least one of the following tasks:

• Managing incoming emails and phone calls
• Recording administrative tasks in company systems (e.g., Oracle, SAP, etc.)
• Handling customer complaints

SKILLS REQUIREMENTS

• Fluency in speaking and writing in English. Knowledge of German, French or Dutch are a plus.
• Good digital literacy, particularly with the MS Office package.
• Accuracy in generating and processing data.
• Strong team player.
• Excellent communication and customer handling skills.
• Proactive problem‑solving attitude.

WHAT WE OFFER

• A multi-cultural and informal environment with a focus on inclusion and diversity
• Full‑time contract with a hybrid work model, with minimum 3 days working from office and 2 working from home
• Flexible office hours (start between 7:30 and 9am and end between 4 and 6:30pm)
• Access to a global company with ample opportunities for growth and development
• Access to our Fortive Business System tools, with the possibility to become a specialist or champion in one or more of them in the future

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 application process, please contact us at [e-mail].