Manager, Technical Support

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 (www.fortive.com), 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.

Description:

Fluke Corporation is seeking a Technical Support Manager who prioritizes customer satisfaction above all else. This pivotal role involves providing top-notch support and solutions to our customers while upholding the highest standards of quality and value internally. The ideal candidate will excel in fostering positive working relationships and developing internal talent to ensure an exceptional customer experience.

KEY AREAS OF FOCUS

Responsible for monitoring the organization's technical solutions in support of customers while reducing operational process complexities.

Customer-Centric Strategy: Streamline technical support processes to enhance efficiency and customer satisfaction. Collaborate with technical and business partners to implement agile and scalable solutions, ensuring alignment with customer needs.

Leadership: Lead execution of daily support tasks and own high-priority issues, maintaining adherence to customer expectations and SLAs. Enhance team performance through strategic resource allocation, effective change management, and data-driven decision-making.

Team Development: Guide the technical support team in recruitment, engagement, and skill development. Foster a collaborative culture that promotes continuous improvement and enhances retention and job satisfaction.

RESPONSIBILITIES

Provide Technical Support for Customers, Channel, and Internal Organization

• Develop strategies to improve the efficiency and effectiveness of the technical support team.

• Direct the team in delivering prompt and effective support for electrical test and measurement equipment issues to customers, partners, and internal teams.

• Monitor Performance: Track and analyze performance metrics to meet or exceed performance targets.

• Foster collaboration between departments such as product, service, operations, and sales to gather and relay customer feedback and drive improvements.

• Effectively manage customer expectations and handle escalation processes as vital.

• Take charge of escalated technical support cases, ensuring comprehensive resolution.

• Create and maintain support resources like FAQs, troubleshooting guides, and knowledge base articles to enable customer self-service and streamline support operations.

Establish & Guide Professional Development Plans

• Work with employees to create development plans that align personal values, professional goals, and job duties with project opportunities.

• Gather feedback from direct interactions, customers, and peers, and communicate it to employees to facilitate improvement.

• Recognize growth opportunities and provide proactive coaching to help employees navigate challenges.

Contribute to the Success of the Team

• Ensure effective communication with sales teams, service labs, and centers.

• Apply enterprise business tools to drive organizational improvements.

• Assist in talent acquisition and onboarding processes for the department.

• Enhance project teams' effectiveness through data support, reviews, and accuracy checks.

Qualifications:

QUALIFICATIONS:

• Bachelor's degree in engineering or equivalent practical experience.

• Minimum of 7 years in technical support or a related field, with at least 3 years in a leadership or managerial role.

• Proficiency in electrical test and measurement equipment, with advanced troubleshooting and diagnostic capabilities for complex technical issues.

• Demonstrated ability to lead, mentor, and motivate teams effectively.

• Excellent verbal and written communication skills for interactions with customers, team members, and cross-functional partners.

• Ability to thrive in a fast-paced environment, managing multiple priorities concurrently.

• Strong analytical skills and innovative problem-solving capabilities to deliver exceptional customer solutions.

• Experience using CRM systems and other support tools for customer interaction and performance tracking.

• Exceptional attention to detail, resourcefulness, and adaptability in a team environment.

• Proven organizational and time management skills to handle multiple tasks and direct/indirect reports concurrently.

• Willingness to travel up to 25%.

• Physical ability to navigate work environments for 6-8 hours daily.

Fortive Corporation Overview:

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.

Ready to move your career forward? Find out more at careers.fortive.com.

EEO Statement:

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 process should ask to speak with a Human Resources representative to request an accommodation.