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Jr. Account Manager

Fortive Corporation • United States, United States • 1m ago

Junior Account Manager:

Serve as the Primary Customer Contact Point for support

Respond promptly and professionally to all customer inquiries via phone, email, or chat.

Provide product information, order updates and support guidance.

Primary point of contact for the organization for customers needing assistance or issue resolution.
Support Sales Representatives with Post-Sale Activities

Collaborate closely with assigned sales reps to understand key account needs.

Track customer orders, follow up on delivery timelines, and address any issues.

Assist in managing renewals, contract follow-ups, and service/LMP scheduling as needed.
Manage and Resolve Customer Complaints and Issues

Triage incoming customer complaints and determine the appropriate resolution path.

Coordinate with internal departments (e.g., billing, manufacturing, laboratory, tech support) to drive fast resolutions.

Ensure consistent and empathetic communication with customers during resolution processes.
Maintain Accurate CRM and Case Management Records

Log all customer interactions, complaints, and resolutions in MSD with detail and accuracy.

Maintain customer profiles, interaction history, and notes to enable seamless team handoffs.

Ensure all cases/tickets are properly categorized and closed within designated timeframes.
Drive Proactive Communication and Follow-up

Monitor open tickets and service requests to ensure timely follow-up with both customers and internal stakeholders.

Notify sales reps of customer issues or potential dissatisfaction that could impact retention.

Provide updates to customers on status, next steps, or delays with a solutions-focused mindset.
Support Sales Processes and Documentation

Assist with preparation of quotes, proposals, or product literature as requested by sales.

Follow up with customers for missing documents, approvals, or order confirmations.

Help coordinate onboarding materials or training planning for new customers.
Collaborate with Internal Teams to Improve Service

Identify recurring service issues or process inefficiencies and report trends to leadership.

Recommend improvements to workflow, communication, or customer touchpoints.

Participate in team huddles or process improvement projects to enhance the customer experience.
Maintain Knowledge of Products, Services, and Promotions

Stay informed about updates to product offerings, promotions, pricing, or service changes.

Share relevant products or promotional details with customers when appropriate.

Coordinate with marketing or sales enablement teams to ensure up-to-date collateral is used.
Support Reporting and KPI Monitoring

Track personal and team-level metrics related to response times, resolution rates, and satisfaction.

Share insights with the team to continuously improve service delivery and support outcomes.
Provide Backup Support During Peak Times or Team Absences

Step in to assist other customer support reps or cover critical accounts when needed.

Flex to help with outbound follow-ups or sales campaigns during launches or promotions.

Key Performance Indicators (KPIs):

KPI Target

Average Response Time

First Contact Resolution Rate = 85%

Customer Complaint Resolution Time = 24 hours

Ticket Closure Rate within SLA = 95%

Sales Rep Satisfaction = 90% (Quarterly Internal Survey)

CRM Accuracy & Documentation 100%

Escalation Rate

Fortive Corporation Overview

Fortive's essential technology makes the world safer and more productive. We accelerate transformation in high-impact fields like workplace safety, build environments, and healthcare.

We are a global industrial technology innovator with a startup spirit. Our forward-looking companies lead the way in healthcare sterilization, industrial safety, predictive maintenance, and other mission-critical solutions. 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 advanced technologies that help providers focus on exceptional patient care.

We are a diverse team 10,000 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 Fluke Health Solutions

Comprised of four industry leaders-Fluke Biomedical, LANDAUER, RaySafe, and Victoreen - Fluke Health Solutions (FHS) leads the biomedical and radiation detection markets with innovative products and services that help keep customers, patients, and clients safe. Fluke Biomedical leads the world in manufacturing biomedical test equipment like defibrillator analyzers and digital pressure meters. LANDAUER measures radiation exposure with dosimeter and radiation monitoring badges. RaySafe is the worldwide leader of X-ray test equipment, real-time staff dosimetry, and radiation survey meters. And Victoreen instruments are the trusted source for radiation monitoring systems and quality assurance for nuclear power professionals. At FHS, we believe in your potential - your ability to learn, grow and contribute in meaningful ways. And we believe in giving you the opportunity, accountability, and visibility to do just that.

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.

Pay Range

The salary range for this sales position (inclusive of sales incentives/commissions in local currency) is 112400 - 187700

The salary range for this sales position (inclusive of sales incentives/commissions in local currency) is 112400 - 187700

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.

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