Fortive

Tier 2 Technical Support Specialist

Fortive

full-time

Posted on:

Location Type: Remote

Location: United States

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About the role

  • Takes the lead on complex customer support issues, working with all stakeholders (both internal and external) to get a win-win result
  • Keeping communication levels high within the team and between this team and other teams
  • Proactively identify opportunities and risks that the support team can leverage or mitigate and propose initiatives to address
  • Fulfilling reporting responsibilities
  • Effectively engage in utilizing the Quality Management System by aligning performance to policy, procedures, and guidelines
  • Actively identify continuous improvement areas within the QMS and other key working spaces
  • Actively take steps to minimize safety risks by identifying and reporting potential work hazards

Requirements

  • Provide high level customer service and support to different tiers of customers
  • Drives customer technical support and troubleshooting issues through to conclusion by working with the appropriate people/teams within Aeroqual and keeping the customer informed throughout
  • Answers customer support tickets and ensures agreed service levels are met
  • Hands off service RMA jobs to the Service Technician function
  • Ensures service, warranty, and repair information is captured and searchable in our ticketing and quality management system
  • Submits warranty claims for approval
  • Stays alert to issues that may be recurring and elevates them through the agreed procedures
  • Explains the background to customer issues to the engineering team, and helps to pull together data when required
  • Recommends appropriate fixes from a customer viewpoint and the best way that these should be rolled out to affected users
  • Validates customer support needs across the business
Benefits
  • Health, Safety and Wellbeing is proactively promoted across departments
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer supporttechnical supporttroubleshootingreportingquality management systemservice managementwarranty claimsdata analysisticketing system
Soft Skills
communicationleadershipproblem-solvingproactive identificationcollaborationcustomer servicecontinuous improvementrisk management