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Fortive Corporation Customer Service Manager in Boxborough, Massachusetts

Do you have a penchant for problem solving and desire to make things better? Are you a quick learner who thrives in a dynamic, fast-paced and collaborative environment? As Customer Success Manager, you will play a critical role by leading the day-to-day activities that provide Setra’s customers with “best in class” service.

RESPONSIBILITIES:

  • Lead Customer Service team.

  • Passionately and consistently seek new ways to improve the customer experience!

  • Establish and implement policies, processes and procedures to improve productivity and efficiency through problem solving and kaizens.

  • Maintain and drive improves to our KPIs (Key Performance Indicators) by monitoring daily performance and developing & implementing improvement initiatives.

  • Guide and develop a growing team with a strong vision, team structure and career paths.

  • Drive adoption and best practices of documenting all customer interactions in Salesforce.com.

  • Collaborate across departments on special projects in order management, inventory, RMA’s, special pricing requests, etc.

  • Create and maintain a team schedule to provide coverage for all necessary duties during business hours.

  • Develop relationships with key people at large customers.

REQUIREMENTS:

  • Bachelor’s degree required (concentration in Marketing, Business or Engineering preferred).

  • 3+ years of customer and/or technical service leadership experience working at a fast-paced, sales-focused, high-growth environment.

  • Ability to work cross-functionally to implement and execute new processes.

  • Excellent problem-solving and analytical skills and impeccable business judgment.

  • Excellent communication and interpersonal skills, with the ability to be personable yet persistent and persuasive.

TRAVEL: <10% for internal training. Some customer visits as needed.

ABOUT FORTIVE:

Fortive is a diversified industrial growth company, with a $6B portfolio of market-leading brands. We develop and deliver essential technology for the people who create, implement and accelerate progress. And we achieve this through our people. Our globally diverse team of 24,000 employees is united by a common culture rooted in Fortive Business System (FBS). Exceptional people thrive at Fortive because we build extraordinary teams for extraordinary results. We recruit, develop and retain the best talent available. We shape the future. We innovate to fuel our customers’ success, building better businesses and propelling progress. We are driven to do better. We emphasize continuous improvement and nonstop learning. We are team-oriented. We work together, and we win together. We create an environment based on integrity and action, not politics and bureaucracy.

At Fortive, you can build a career in a way no other company can duplicate. Our brands allow us to offer dynamic careers across multiple industries. We need the most talented people to keep progressing. Here you’ll learn how FBS is used to shape strategy, focus execution, align our people, and create value for customers and shareholders. Come join our winning team.

ABOUT SETRA SYSTEMS:

Setra Systems, Inc. is an Operating Company within the Industrial Technologies platform of Fortive Corporation that designs and manufactures a broad line of sensing products including humidity, current, vacuum, and pressure sensing instruments. Our products are used in a wide variety of applications within the global HVAC/R, Industrial, and Semiconductor markets.

Applicants to and employees of this company are protected under Federal law from discrimination on several bases. Please refer to our Careers page at www.setra.com/careers to learn more.

"The company in which you have expressed employment interest is a subsidiary or affiliate of Fortive Corporation. The subsidiary or affiliate is referred to as a Fortive Company. Fortive Corporation and all Fortive Companies are equal opportunity employers that evaluate qualified applicants without regard to race, color, national origin, religion, ancestry, sex (including pregnancy, childbirth and related medical conditions), age, marital status, disability, veteran status, citizenship status, sexual orientation, gender identity or expression, and other characteristics protected by law. The "EEO is the Law" poster is available at: http://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf. Individuals who need a reasonable accommodation because of a disability for any part of the employment process should call 1-866-272-5573 or e-mail applyassistance@fortive.com to request accommodation."

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