Strong fit for candidates who manage customer service workflows and handle technical logistics, working in a hybrid team environment across EMEA regions.
Derived from job-description analysis by Serendipath's career intelligence engine.
Original posting from Fortive
As a member of the Customer Support - Service Desk Team, you will work alongside other 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 RMAs backlog, handling email communications in Outlook, solving logistical issues with our internal teams and carriers, and performing any other tasks specific to your assigned region and team.
The Service Desk Team is divided into five sub-teams that work in harmony and assist each other through an organized workflow. This ensures that we maintain the same high standards and consistent communication with all customers, regardless of their location. The team consists of 18 agents from around the world, led by a manager focused on Continuous Improvement.
RESPONSABILITIES
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 emailCreate service orders in the systems for equipment coming in for repair or calibrationPrepare and provide pickup labels, master packing lists, and dangerous goods informationManage our Loaner pools in the UK and NL, when applicableMonitor KPIs via Visual Management, identify deviations in time, and apply Problem Solving to close gaps to targetFollow 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 callsRecording administrative tasks in company systems (e.g., Oracle, SAP, etc.)Handling customer complaints
SKILLS REQUIREMENTS
Fluency in speaking and writing in English and of 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 diversityFull-time contract with a hybrid work model, with minimum 3 days working from office and 2 working from homeFlexible 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 developmentAccess to our Fortive Business System tools, with the possibility to become a specialist or champion in one or more of them in the future
Fortive Corporation Overview
Fortive’s essential technology makes the world stronger, safer, and smarter. We accelerate transformation across a broad range of applications including environmental, health and safety compliance, industrial condition monitoring, next-generation product design, and healthcare safety solutions.
We are a global industrial technology innovator with a startup spirit. Our forward-looking companies lead the way in software-powered workflow solutions, data-driven intelligence, AI-powered automation, and other disruptive technologies. 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 groundbreaking sustainability solutions.
We are a diverse team 18,000 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.
Source: Fortive careers