Technical Customer Support P15

Fortive

1d•Remote

About The Position

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.

Requirements

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.

Nice To Haves

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.

Responsibilities

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.
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.
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.
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.
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.
Identify and mitigate operational risks; ensure compliance with customer policies and relevant regulations.
Document incidents and countermeasures; communicate risk posture and remediation progress.
Support budget adherence and forecasting; review spend patterns and savings opportunities.
Partner with Account Management on contract obligations, renewals, and commercial considerations.