Field and SaaS Professional Services Manager

Fortive•Everett, WA

30d

About The Position

Lead, mentor and develop the Field Services team responsible for onsite customer support, installation, training, repairs, and technical assistance ensuring technical excellence and a customer first mindset. Develop and implement service delivery standards to ensure quality, efficiency, and customer satisfaction. Manage scheduling, resource allocation, and field service logistics to meet service level commitments. Partner with Engineering and Product Management to identify and resolve recurring product issues. Develop and implement service tracking metrics including response time, resolution time, service cost, and customer satisfaction. Coach and develop high-performing technical team members, fostering collaboration and technical growth. Define and implement standard operating procedures for both field service and training functions. Drive continuous improvement initiatives focused on operational excellence and customer experience. Serve as a visible leader and coach, fostering a culture of accountability, innovation, and continuous learning. Build succession plans and career paths for technical team members. Manage the Training team in creating and maintaining training materials, handouts, and e-learning modules for Fluke devices and software applications. Ensure training content remains up to date with current products, firmware, and software releases. Facilitate certification programs for service partners and internal technicians. Evaluate training effectiveness and implement improvements based on feedback and performance data. Establish project delivery processes and ensure consistent execution across all customer implementations. Collaborate with Sales, Product, and Support teams to align customer outcomes and expectations. Manage Professional Services portfolio, including defining service offerings, pricing strategies, and delivery models to ensure profitability, scalability, and alignment with customer needs.

Requirements

Bachelor's degree in engineering, business, or related field (or equivalent experience).
5+ years of experience managing technical teams, customer training, or SaaS implementation teams.
5+ years of customer service experience including resolving inquiries, handling complaints, and maintaining a positive customer experience in a fast-paced environment.
5+ years of experience using commercial systems such as ERP (e.g., Oracle, SAP) and CRM (e.g., MS Dynamics, Salesforce).
Demonstrated success in building and scaling field support, professional services and/or training teams.
Proficiency in MS Office products, including Excel, Word, and Power Point.
Experience in drafting clear and concise technical and process documentation.
Excellent communication and interpersonal skills, with the ability to work effectively with stakeholders at various levels.
Strong leadership presence with ability to influence across technical and non-technical teams.
Adept at working in a fast-paced environment with evolving needs, priorities, and deadlines.
Ability to travel up to 50% domestically and internationally.

Nice To Haves

Experience with project management tracking software a plus.

Responsibilities

Lead, mentor and develop the Field Services team responsible for onsite customer support, installation, training, repairs, and technical assistance ensuring technical excellence and a customer first mindset.
Develop and implement service delivery standards to ensure quality, efficiency, and customer satisfaction.
Manage scheduling, resource allocation, and field service logistics to meet service level commitments.
Partner with Engineering and Product Management to identify and resolve recurring product issues.
Develop and implement service tracking metrics including response time, resolution time, service cost, and customer satisfaction.
Coach and develop high-performing technical team members, fostering collaboration and technical growth.
Define and implement standard operating procedures for both field service and training functions.
Drive continuous improvement initiatives focused on operational excellence and customer experience.
Serve as a visible leader and coach, fostering a culture of accountability, innovation, and continuous learning.
Build succession plans and career paths for technical team members.
Manage the Training team in creating and maintaining training materials, handouts, and e-learning modules for Fluke devices and software applications.
Ensure training content remains up to date with current products, firmware, and software releases.
Facilitate certification programs for service partners and internal technicians.
Evaluate training effectiveness and implement improvements based on feedback and performance data.
Establish project delivery processes and ensure consistent execution across all customer implementations.
Collaborate with Sales, Product, and Support teams to align customer outcomes and expectations.
Manage Professional Services portfolio, including defining service offerings, pricing strategies, and delivery models to ensure profitability, scalability, and alignment with customer needs.