Technical Customer Support P15

About ServiceChannel

ServiceChannel is the leading cloud-based service automation platform for facilities management. Our Managed Services team partners with customers to source, procure, manage, and pay for repair and maintenance services, delivering measurable outcomes across provider performance, asset uptime, spend optimization, and customer experience.

Role Summary

The Facilities Manager leads a team of Facility Coordinators and owns day-to-day service delivery across a multi-site portfolio. This role is the primary operational escalation point for customer stakeholders, ensuring adherence to SOPs, KPI delivery, vendor coaching, and data-driven continuous improvement. Customer stewardship and program leadership are core expectations.

Key Responsibilities

Leadership & People Management

• Hire, train, coach, and performance-manage Facility Coordinators; conduct quality monitoring and evaluations.
• Set clear role definitions, goals, and timelines; maintain team schedules to ensure coverage during business hours.
• Foster collaboration, knowledge transfer, and process discipline; lead weekly internal operations meetings.

Customer Stewardship & Communication

• Serve as the primary operational point of contact; lead weekly/biweekly meetings and quarterly business reviews.
• Proactively communicate status, risks, wins, and improvement plans; manage change requests and maintain SOPs.
• Ensure timely closure of inquiries via helpdesk, email, and phone; uphold professionalism in every interaction.

Service Delivery & Work Order Management

• Oversee work-order lifecycle, SLAs, and emergency response; monitor internal reporting for process adherence.
• Guide the team on cost controls (warranty, landlord responsibility, asset lifecycle) and approval pathways.
• Coordinate scheduled maintenance compliance; optimize preventive maintenance programs.

Provider/Vendor Management

• Align providers to customer expectations, coach performance, and resolve escalations.
• Monitor KPIs for on-time response, first-time fix, quality, and cost; drive corrective action plans.

Analytics, Reporting & Continuous Improvement

• Develop and present portfolio analytics and dashboards to reveal trends and opportunities; translate insights into action.
• Lead root-cause analysis and implement process improvements that reduce cycle times and improve customer satisfaction.

Risk, Compliance & Safety

• Identify and mitigate operational risks; ensure compliance with customer policies and relevant regulations.
• Document incidents and countermeasures; communicate risk posture and remediation progress.

Financial & Contract Stewardship

• Support budget adherence and forecasting; review spend patterns and savings opportunities.
• Partner with Account Management on contract obligations, renewals, and commercial considerations.

Tools & Platforms

• ServiceChannel platform (Work Order Management, Analytics)
• Zendesk (ticketing/helpdesk)
• Salesforce and Gainsight (CRM/Customer Success)
• Microsoft Excel and PowerPoint
• Collaboration tools (Teams, Slack)

Required Qualifications

• 5+ years in Facilities Management or related field, including 2+ years leading teams.
• Experience managing multi-site portfolios.
• Mastery of work-order management, vendor performance coaching, and SOP governance.
• Advanced communication skills and stakeholder management.
• High proficiency in Microsoft Excel and PowerPoint; strong data-driven decision-making.
• Ability to work remotely with occasional on-call escalation.
• Strong time management, organization, and problem-solving skills.

Preferred Qualifications

• Bachelor’s degree in Facilities Management, Business Administration, or related field.
• Experience with ServiceChannel, Salesforce, and Gainsight.
• Industry background in Restaurant, Hospitality, Medical/Veterinary, or Retail settings.
• Record of success supporting enterprise B2B SaaS products and presenting to customers.

Work Conditions

• Remote role covering standard business hours in local time zone; comfortable on camera for meetings.
• Occasional travel for client onsite meetings and team events.

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 ServiceChannel

ServiceChannel empowers many of your favorite brands to take care of their brick and mortar locations. Our customers are market leaders in the retail, restaurant, grocery, convenience store, fitness, banking, education and health industries. The facilities and store operations teams at CVS, Trader Joe’s, Adidas, Louis Vuitton and Chipotle, among 500 other brands in over 70+ countries, rely on us to deliver the best possible guest and employee experience. We are the leader in our space, and we continue to earn that position by driving innovation around IOT, AI and data with our software and services.In 2021, we joined the Fortive family of leading technology companies, united by a common purpose to make the world stronger, safer and smarter. Fortive is a Fortune 500 company and has been named by Fortune as one of the world’s most admired companies. Being part of Fortive means we are supported by a strong foundation of business systems, resources and culture, which will accelerate our growth journey!We offer an excellent benefits package including medical, dental, vision, life and LTD insurance, HSA, and a 401(k) retirement plan.

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 [email protected].

Pay Range
The salary range for this position (in local currency) is 51,300.00 - 85,700.00