[Hiring] Senior Facility Coordinator @Fortive

Role Description

ServiceChannel Managed is seeking a Senior Facility Coordinator to join our Managed Services department supporting one or more customers as their primary contact. You will play a vital role in ensuring our customers achieve their desired outcomes while they use ServiceChannel’s platform products and services. Each interaction is expected to be handled with a high level of professionalism and knowledge to support our customers' facility needs.

Key Responsibilities

• Issue Resolution: Promptly address and resolve any Customer issues or concerns to ensure satisfaction and continuity of service.
• Customer Relationship Management: Build and maintain strong relationships with Customers to foster loyalty and long-term engagement.
• Proactive Support: Anticipate Customer needs and address potential issues before they escalate.
• Performance Monitoring: Track Customer usage and satisfaction metrics to ensure they derive maximum value from ServiceChannel products and services.
• Best Practices: Share best practices with Customers and providers on ServiceChannel applications.
• System Issue Identification: Identify and report system issues to the Development Team for resolution.
• Cost-Saving Reviews: Review work order requests for cost-saving opportunities related to asset or equipment repairs (e.g., warranty, landlord).
• Special Project Assistance: Assist with customer-facing initiatives and special projects as they arise.
• Emergency Work Order Monitoring: Monitor emergency work orders to ensure timely and effective communication and resolution to the customer.
• Quarterly Business Reviews: Conduct quarterly business review presentations with customers to discuss performance and opportunities for improvement.
• Operations Meetings: Conduct regular operations meetings (weekly, biweekly, or monthly) with Customers to review ongoing activities and address any concerns.
• Cross-Functional Collaboration: Work effectively with cross-functional teams to support both internal and external initiatives.

Qualifications

• Experience: 3-5 years in facilities work order management (Restaurant, Hospitality, Medical/Veterinary, or Retail).
• Industry Knowledge: Strong knowledge of facilities management and customer success best practices.
• Customer Relationship Management: Proven track record of managing customer relationships and ensuring high satisfaction.
• Technical Skills: Proficiency in Microsoft Excel and PowerPoint.
• Communication: Excellent verbal and written English skills; ability to understand and respond to instructions and feedback clearly.
• Interpersonal Skills: Proven ability to build and maintain positive relationships with customers, providers, and team members.
• Customer Focus: Ability to address customer issues promptly with compassion and effective resolution.
• Attention to Detail: High level of accuracy and detail orientation.
• Analytical Skills: Ability to review and analyze data for cost-saving opportunities and process improvements.
• Adaptability: Coachable and responsive to feedback; open to updating processes.
• Independence: Ability to work independently from home with a strong record of attendance and punctuality.
• Organizational Skills: Exceptional organizational and time management abilities.
• Flexibility: Ability to handle special projects and emergencies; flexible schedule, with occasional evening or weekend coverage.
• Comfort with Remote Work: Comfortable being on camera for remote meetings.

Education

• Bachelor's degree in business administration, facilities management, customer service, or a related field.

Preferred Skills & Experience

• A degree in business administration, facilities management, customer service, or a related field.
• Proficiency in facilities management software (e.g., ServiceChannel) and customer relationship management (CRM) tools (Salesforce/Gainsight).

Benefits

• Generous medical, dental, and vision insurance.
• Life insurance.
• 401k with match.
• Flexible time-off policy.
• Paid parental leave.
• A supportive and dynamic work environment.