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 email
- Create service orders in the systems for equipment coming in for repair or calibration
- Prepare and provide pickup labels, master packing lists, and dangerous goods information
- Manage our Loaner pools in the UK and NL, when applicable
- Monitor KPIs via Visual Management, identify deviations in time, and apply Problem Solving to close gaps to target
- Follow 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 calls
- Recording administrative tasks in company systems (e.g., Oracle, SAP, etc.)
- Handling customer complaints
SKILLS REQUIREMENTS
- Fluency in speaking and writing in English and German. Knowledge of French or 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 diversity
- Full-time contract with a hybrid work model, with minimum 3 days working from office and 2 working from home
- Flexible 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 development
- Access 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 safer and more productive. We accelerate transformation in high-impact fields like workplace safety, build environments, and healthcare.
We are a global industrial technology innovator with a startup spirit. Our forward-looking companies lead the way in healthcare sterilization, industrial safety, predictive maintenance, and other mission-critical solutions. 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 advanced technologies that help providers focus on exceptional patient care.
We are a diverse team 10,000 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
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.
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.