Remote Senior Facilities Coordinator & Customer Success Lead

Fortive; United States; Remote; USD 62,000 - 82,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Life insurance

401(k) with match

Flexible time-off policy

Paid parental leave

Job summary

Fortive's ServiceChannel Managed is seeking a Senior Facility Coordinator to join our Managed Services team, supporting one or more customers as their primary contact. You will ensure customers achieve desired outcomes while using ServiceChannel’s platform and services.

You will resolve issues, manage relationships, and monitor performance with high professionalism and reliability, including occasional after-hours coverage and remote collaboration.

Qualifications

• 3-5 years in facilities work order management.
• Strong knowledge of facilities management and customer success best practices.
• Proven track record of managing customer relationships and ensuring high satisfaction.
• Proficiency in Microsoft Excel and PowerPoint.
• Excellent verbal and written English communication.
• Ability to work independently from home.
• Bachelor's degree in business administration, facilities management, or related field.

Responsibilities

• Promptly address and resolve customer issues to ensure satisfaction and continuity of service.
• Build and maintain strong customer relationships to foster loyalty.
• Anticipate customer needs and address potential issues before they escalate.
• Track customer usage and satisfaction metrics for value realization.
• Share best practices with customers and providers on ServiceChannel applications.
• Identify and report system issues to the development team for resolution.
• Review work orders for cost-saving opportunities related to asset repairs.
• Assist with customer-facing initiatives and special projects as they arise.
• Monitor emergency work orders for timely communication and resolution.
• Conduct quarterly business reviews with customers to discuss performance and opportunities for improvement.
• Run regular operations meetings with customers to review ongoing activities.

Skills

Facilities mgmt

Customer success

CRM tools

Excel

Communication skills

Independence

Remote work

Education

Bachelor's degree in business administration or related field

Tools

ServiceChannel

Salesforce

Gainsight

Job description

Fortive's ServiceChannel Managed is seeking a Senior Facility Coordinator to join our Managed Services team, supporting one or more customers as their primary contact. You will ensure customers achieve desired outcomes while using ServiceChannel’s platform and services.

You will resolve issues, manage relationships, and monitor performance with high professionalism and reliability, including occasional after-hours coverage and remote collaboration.