ServiceChannel is the leading cloud-based service automation platform for
facilities management. We offer a single platform to source, procure, manage and
pay for repair and maintenance services from commercial contractors.
ServiceChannel is well established, but even after almost 20 years we still
retain the spirit of a startup. We are primed for success, and we are currently
on a high growth trajectory. We are committed to creating a great product for
our customers and a great work environment for our employees to succeed
professionally and personally.
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.
Required Skills & Experience
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)
Why Work for Us?
Our work environment is dynamic, collaborative, and entrepreneurial - We are
firm believers in working to live and not living to work. Don’t get us wrong, we
work hard and do what it takes to get the job done, but we value a healthy
work/life balance and have a lot of fun along the way. Our company is filled
with foodies, music lovers, travelers and sports nuts. We are looking for
energetic, positive, creative problem solvers who don’t mind digging in and
getting their proverbial hands dirty.
In addition to striving to create the best possible environment for our
ServiceChannel team members, we also support them outside of work as well
through generous medical, dental, and vision insurance, life insurance, 401k
with match, a flexible time-off policy, and paid parental leave. Our greatest
benefit, however, is our amazing ServiceChannel team!
Fortive Corporation Overview
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.
About ServiceChannel
ServiceChannel empowers many of your favorite brands to take care of their brick
and mortar locations. Our customers are market leaders in the retail,
restaurant, grocery, convenience store, fitness, banking, education and health
industries. The facilities and store operations teams at CVS, Trader Joe’s,
Adidas, Louis Vuitton and Chipotle, among 500 other brands in over 70+
countries, rely on us to deliver the best possible guest and employee
experience. We are the leader in our space, and we continue to earn that
position by driving innovation around IOT, AI and data with our software and
services.
In 2021, we joined the Fortive family of leading technology companies, united by
a common purpose to make the world stronger, safer and smarter. Fortive is a
Fortune 500 company and has been named by Fortune as one of the world’s most
admired companies. Being part of Fortive means we are supported by a strong
foundation of business systems, resources and culture, which will accelerate our
growth journey!
We offer an excellent benefits package including medical, dental, vision, life
and LTD insurance, HSA, and a 401(k) retirement plan.
We Are an Equal Opportunity Employer
Fortive Corporation and all Fortive Companies are proud to be equal opportunity
employers. We value and encourage diversity and solicit applications from all
qualified applicants without regard to race, color, national origin, religion,
sex, age, marital status, disability, veteran status, sexual orientation, gender
identity or expression, or other characteristics protected by law. Fortive and
all Fortive Companies are also committed to providing reasonable accommodations
for applicants with disabilities. Individuals who need a reasonable
accommodation because of a disability for any part of the employment application
process, please contact us at applyassistance@fortive.com.