Fortive

Compensation

Full Description

Junior Account Manager: 1. Serve as the Primary Customer Contact Point for support Respond promptly and professionally to all customer inquiries via phone, email, or chat. Provide product information, order updates and support guidance. Primary point of contact for the organization for customers needing assistance or issue resolution. 2. Support Sales Representatives with Post-Sale Activities Collaborate closely with assigned sales reps to understand key account needs. Track customer orders, follow up on delivery timelines, and address any issues. Assist in managing renewals, contract follow-ups, and service/LMP scheduling as needed. 3. Manage and Resolve Customer Complaints and Issues Triage incoming customer complaints and determine the appropriate resolution path. Coordinate with internal departments (e.g., billing, manufacturing, laboratory, tech support) to drive fast resolutions. Ensure consistent and empathetic communication with customers during resolution processes. 4. Maintain Accurate CRM and Case Management Records Log all customer interactions, complaints, and resolutions in MSD with detail and accuracy. Maintain customer profiles, interaction history, and notes to enable seamless team handoffs. Ensure all cases/tickets are properly categorized and closed within designated timeframes. 5. Drive Proactive Communication and Follow-up Monitor open tickets and service requests to ensure timely follow-up with both customers and internal stakeholders. Notify sales reps of customer issues or potential dissatisfaction that could impact retention. Provide updates to customers on status, next steps, or delays with a solutions-focused mindset. 6. Support Sales Processes and Documentation Assist with preparation of quotes, proposals, or product literature as requested by sales. Follow up with customers for missing documents, approvals, or order confirmations. Help coordinate onboarding materials or training planning for new customers. 7. Collaborate with Internal Teams to Improve Service Identify recurring service issues or process inefficiencies and report trends to leadership. Recommend improvements to workflow, communication, or customer touchpoints. Participate in team huddles or process improvement projects to enhance the customer experience. 8. Maintain Knowledge of Products, Services, and Promotions Stay informed about updates to product offerings, promotions, pricing, or service changes. Share relevant products or promotional details with customers when appropriate. Coordinate with marketing or sales enablement teams to ensure up-to-date collateral is used. 9. Support Reporting and KPI Monitoring Track personal and team-level metrics related to response times, resolution rates, and satisfaction. Share insights with the team to continuously improve service delivery and support outcomes. 10. Provide Backup Support During Peak Times or Team Absences Step in to assist other customer support reps or cover critical accounts when needed. Flex to help with outbound follow-ups or sales campaigns during launches or promotions. Key Performance Indicators (KPIs): KPITarget Average Response Time < 4 business hours First Contact Resolution Rate ≥ 85% Customer Complaint Resolution Time ≤ 24 hours Ticket Closure Rate within SLA ≥ 95% Sales Rep Satisfaction ≥ 90% (Quarterly Internal Survey) CRM Accuracy & Documentation 100% Escalation Rate < 10% of total tickets 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. About Fluke Health Solutions Fluke Health Solutions (FHS), an operating company of Fortive, is comprised of 3 industry leaders – LANDAUER, Fluke Biomedical, Victoreen, and RaySafe. We lead the biomedical and radiation detection markets with innovative products and services to keep customers, patients, and clients safe. Our portfolio of products includes software, biomedical test equipment, radiation measurement and radiation detection. The Fluke Health Solutions vision is to empower our everyday heroes to focus only on protecting lives. 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 applyassistance@fortive.com.