Job description

ServiceChannel is seeking a Facilities Coordinator to work in highly customer service focused role that will require you to oversee several customer facing systems supporting our clients and service providers. Each interaction is expected to be handled with a high level of professionalism and knowledge to support our clients facility needs and overall ServiceChannel platform assistance.

Key Responsibilities

Respond quickly and efficiently to inbound support inquiries via our Zendesk helpdesk platform

Provide baseline training and guidance to Clients and Providers on ServiceChannel applications

Identify system issues and report them to our Development Team

Closing the communication loop on any and all inquiries or issues in a timely and professional manner

Partner with our Client’s Facility Managers and coordinate service

Advising Vendors of proper procedure

Managing compliance with scheduled maintenance services

Reviewing work order requests for cost saving opportunities related to the asset/equipment being repaired (Warranty, Landlord etc)

Provide Special Project assistance with customer facing initiatives as they arise

Monitor and Evaluate Facility Emergency Work Orders

Dispatch service requests to vendors

Follow up on dispatched work orders ensuring the process is adhered to

Contact Facility Locations to verify service was completed to satisfaction

Documentation will need to be provided on each assigned request, requiring attention to detail and strong written communication.

Effectively work with a team

Collaborate, Communicate, and Knowledge Transfer to maintain a seamless workflow
Required Skills & Experience

1-2 years experience working in a help desk role.

Experience providing support and guidance on fundamental computer applications and product specific technical questions, particularly in a fast-paced environment. Experience in the Facilities Management industry preferred.

Verbal and written English proficiency, including the ability to easily understand instructions and feedback and to respond fluently and precisely.

A high proficiency in Microsoft Excel is a plus

Strong attention to detail - Accurately capture specific pieces of information (details) and the ability to document these details in the written form, while speaking with the caller as well as following processes correctly.

Adaptive and responsive to feedback and open to updating processes where required.

Collaboration and teamwork is a must. While most of the role is an individual contributor, team members support each other through cross-training, reviewing the learning applications, remote communication methods, procedures, client expectations and program development e

Ability to work independently from home with a strong record of attendance and punctuality. On time attendance to scheduled shifts is required in this role.

These are remote positions covering 9a-6p eastern time zone and/or 9a-6pm pacific time zone (12pm Pacific - 8pm Pacific). Must have schedule flexibility for expanded time zone coverage as needed.

High School Diploma or GED.

Preferred Skills & Experience

Experience with Facilities Management in a Restaurant, Hospitality, or Retail setting

Record of success supporting Enterprise B2B SaaS products

Fortive/ServiceChannel requires new employees to be fully vaccinated for COVID-19 as defined by the CDC, subject to applicable, verified accommodation requests.
Fortive is a diversified industrial growth company comprised of global businesses that are recognized leaders in attractive markets. With more than $6 billion in annual revenues, Fortive’s well-known brands hold leading positions in field instrumentation, transportation, sensing, product realization, automation and specialty, and franchise distribution. Fortive is headquartered in Everett, Washington and employs a team of more than 24,000 research and development, manufacturing, sales, distribution, service and administrative employees in more than 40 countries around the world. Our team grows by tackling challenges that accelerate progress and further their careers. With a culture rooted in continuous improvement, the core of our company’s operating model is the Fortive Business System. For more information please visit: www.fortive.com.

"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

#LI-Remote
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.

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! "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."

National: The salary range for this position is $52,600- $97,800

Base pay offered may vary depending on various factors, including, but not limited to: job-related knowledge; skills; experience; and other eligibility factors such as geographic location. The Total Rewards package includes competitive base pay and an opportunity to enroll in a variety of benefit programs, generally including health insurance, flexible spending accounts, health savings accounts, retirement savings plans, life and disability insurance programs, and several programs that provide for both paid and unpaid time away from work.

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