Senior Manager Customer Success

Job Title: Customer Service Manager

Job Summary:

The Customer Service Manager will lead the customer service team to ensure exceptional support for our dosimetry customers. This role involves managing customer inquiries, fostering relationships, driving adoption of our online platform (MyLDR) and ensuring high levels of customer satisfaction while adhering to industry regulations and company policies.

RESPONSIBILITIES

Team Leadership

· Recruit, train, and develop customer service representatives.

· Set performance metrics and conduct regular evaluations.

· Foster a positive team environment and encourage professional growth.

Customer Service Management

· Oversee daily operations of the customer service team.

· Ensure timely and effective resolution of customer inquiries and complaints.

· Monitor and manage customer feedback and satisfaction levels.

Communication, Relationship Building and Collaboration

· Serve as the primary point of contact for escalated customer issues.

· Build and maintain relationships with key clients and stakeholders.

· Collaborate with sales and product teams to align customer feedback with product development.

· Work closely with cross-functional teams, including marketing and product development, to align strategies and enhance customer satisfaction. The Customer Service Manager will play a supporting role in the design and implementation of growth strategies and annual initiatives.

Process Improvement

· Identify areas for process enhancement to improve efficiency and customer experience.

· Develop and implement standard operating procedures for customer interactions.

· Analyze customer service metrics and provide reports to senior management.

Qualifications

Education & Experience

· Bachelor’s degree in Business Administration, Healthcare Management, or related field.

· 3+ years of experience in customer service management, preferably in the medical device or healthcare sector.

Skills

· Strong leadership and team management abilities.

· Excellent communication and interpersonal skills.

· Proficiency in CRM software and customer service tools.

· Analytical skills to assess performance metrics and identify trends.

Knowledge

· Understanding of medical device regulations and compliance (e.g., FDA, ISO).

· Familiarity with radiation safety equipment and SaaS solutions.

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 121500 - 225600