Service Desk Administrator

3 weeks ago

Norwich, Norfolk, United Kingdom Fortive Full time
Day in the Life of a Service Desk Admin

The role is responsible for customer care through technical service, inspection, calibration, and contributing to the service revenue. You are responsible for managing incoming and outgoing service requests covering the calibration, inspection, and repair of Alignment and Condition Monitoring equipment as well as developing service growth, with a proactive approach to customers. In this role it helps to have a technical affinity, however, it is not required and we can develop your (technical) calibrating skills. This role is very flexible and the 24hrs can be split over the working week as best suited to you.

Responsibilities
Technical
  • Fully inspect and test instruments returned from customers and end users.
  • Correctly and accurately calibrate the units.
  • Manage all assets – booking in, traceability records, logistics, and product shipping.
  • Effectively resolve application and technical questions for Fluke Reliability customers.
  • Manage the Service Engineers and hire equipment
  • Maintain stores and inventory levels.
  • Assist in organizing and maintaining the workshop according to health & safety regulations and ensure that all processes carried out are in accordance with our QA and ISO 9001.
  • Help drive continuous improvement within the department and Health & Safety procedures
Commercial
  • Proactively contact customers and actively manage reminder programs to drive revenue.
  • Own customer satisfaction and ensure we deliver excellence in customer service.
  • Utilize and maintain Fluke's CRM system (Salesforce) to report, monitor, and understand gaps in service targets, then take corrective actions.
  • Analyse and manage productivity, make recommendations, and process improvements.
  • Answer customers' requests, perform, and send quotations.
  • Assist the sales coordinator with ordering and invoicing management.
Experience
  • Engineering qualifications, Business Administration, or equivalent experience is required.
  • Excellent communication skills (verbal and written) required; must be able to interact with and convince both internal and external customers.
  • Experience with a customer-facing sales role, marketing, product planning, or product management experience would be desirable
  • Strong knowledge of database management, reporting, and analysis needed with excellent PC skills
  • Experience with industrial products, sales, and training preferred.
Personal Skills
  • Undertake all other reasonable tasks which will ensure the smooth and efficient running of the business, together with other team members.
  • Assist in any other areas of the company business which is considered necessary.
  • Demonstrate excellent customer focus with both external customers and other Fluke entities, ensuring a smart and professional company image is maintained.
  • Ability to work on own initiatives with a can-do attitude to ensure the smooth running of the calibration department.
  • Must be able to prioritize workload to meet deadlines required by the business.

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.


Ready to move your career forward? Find out more at

Fluke Corporation is the world leader in the manufacture, distribution and service of electronic test tools and software. We are a dynamic market leader with sound financial health. Fluke has achieved the number one or number two position in every market in which it competes. The Fluke brand has a reputation for portability, ruggedness, safety, ease of use and rigid standards of quality. A wholly owned subsidiary of Fortive Corporation ), Fluke is a multi-national corporation headquartered in the greater Seattle area. We offer an entrepreneurial environment that is team-centered, customer-driven, quality-focused, and growth-oriented. It is driven by the phenomenally successful Fortive Business System. Working at Fluke gives you access to a robust career development process and challenging, "stretch" opportunities

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