Tier 2 Technical Support Specialist

Fortive

About The Position

Fortive’s essential technology makes the world stronger, safer, and smarter. We accelerate transformation across a broad range of applications including environmental, health and safety compliance, industrial condition monitoring, next-generation product design, and healthcare safety solutions. We are a global industrial technology innovator with a startup spirit. Our forward-looking companies lead the way in software-powered workflow solutions, data-driven intelligence, AI-powered automation, and other disruptive technologies. 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 groundbreaking sustainability solutions. We are a diverse team 18,000 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. Industrial Scientific designs and manufactures gas detection products and solutions that protect workers from hazardous conditions around the world. Since our beginnings in 1985, we have pioneered numerous technologies, including the first 3-gas detector, 6-gas detector, wireless gas detector, and even the first gas detector to be included on a NASA space shuttle. Today, we continue to innovate and expand our hardware and software offerings to equip the connected workers of the future. Our latest solutions make it possible to see and respond to hazards in real time, bringing us one step closer to our vision of ending death on the job by 2050.

Responsibilities

Providing front line customer support
Provide high level customer service and support to different tiers of customers.
Drives customer technical support and trouble-shooting issues through to conclusion by working with the appropriate people/teams within Aeroqual and keeping the customer informed throughout.
Answers customer support tickets and ensures agreed service levels are met.
Hands off service RMA jobs to the Service Technician function.
Ensures service, warranty, and repair information is captured and searchable in our ticketing and quality management system.
Submits warranty claims for approval.
Stays alert to issues that may be recurring and elevates them through the agreed procedures.
Explains the background to customer issues to the engineering team, and helps to pull together data when required.
Recommends appropriate fixes from a customer viewpoint and the best way that these should be rolled out to affected users.
Some field work (including installation, maintenance, or training/trade shows) may be required.
Improve customer support systems and procedures
Identifies, develops, and proposes initiatives which will increase efficiency and effectiveness in post-sales support of customer accounts across the business.
Looks for ways to improve our understanding of customer support needs and communicates this to stakeholders in the business.
Follows the Support procedure in the company quality management system, and suggests ways in which it can be improved.
Learns the IT systems that underpin Support and suggests ways in which they can be improved.
Look for opportunities to drive revenue from existing customers during the support process.
Be a great team member
Takes the lead on complex customer support issues, working with all stakeholders (both internal and external) to get a win-win result.
Keeping communication levels high within the team and between this team and other teams.
Be the go-to person for other teams to come to if they need input or to work through an issue with the tech support.
Proactively identify opportunities and risks that the support team can leverage or mitigate and propose initiatives to address.
Fulfilling reporting responsibilities.
Quality Improvement, Health, Safety and Wellbeing
Effectively engage in utilising the Quality Management System by aligning performance to policy, procedures, and guidelines
Actively identify continuous improvement areas within the QMS and other key working spaces,
Actively take steps to minimise safety risks by identifying and reporting potential work hazards,
All health and safety concerns are managed within appropriate timeframe and delegation,
Health, Safety and Wellbeing is proactively promoted across departments.