Head of Customer Total Care - LaAm

Fluke - São Paulo, SP

Manages all facets of customer retention (CRM) including participating in the resolution of customer concerns and defining and developing a customer contact strategy.
Analyzes operational processes, escalation procedures and performs training needs assessments for identifying opportunities for services delivery improvements and value add to the customer/clients.
Develops or improve customer service department procedures. Liaises between customers and manufacturing, sales, field service, order processing and accounting to resolve status, production, delivery and billing inquiries.
Reviews warranty claims and develops and manages return materials authorization (RMA) processes for ensuring customer returns, exchanges, service and repairs are done with speed and accuracy and all client/customer service delivery issues are resolved. Install improvements based on key performance indicators.
Selects, develops, and evaluates personnel to ensure the efficient operation of the function.
Typically managed to a revenue or profit objective. Responsible for forecasting order levels and P&L performance of subsidiary service organizations.
Responsible for formulating and administering service policy and operating procedures for Fluke subsidiary and representative service operations
Responsible for all liaison functions between customer service subsidiaries/representatives and corporate CSS.
Develop and maintain a close working relationship with assigned sales groups, domestic, regional, international or global, or product divisions; in order to achieve service and satisfaction metrics and to facilitate the flow of VOC.
Answers questions about other related products or solutions and may refer sales leads to the appropriate dept.
At highest level of job family, manages most complex calls and reviews, analyzes and reports on call trends, product quality trends and other data. Acts as liaison between first line product support and technical support engineering team.

Working Conditions:
Normal office environment. Travel to 20%.

Responsibilities:
Develop and maintain relationships with customers to ensure long-term success.
Identify new business through outbound efforts.
Collect and analyze sales data and trends.
Stay up-to-date with internal and external developments and recommend new ways to increase sales.
In-depth understanding of clients and their business needs/goals. Present best solutions maximizing customer value.
Facilitates all related meetings internally and externally.
Maintains deep, positive, long-term relationships with clients that result in referrals and continued growth in the business relationship.
Shows high degree of personal integrity and leadership skills

Bachelor’s Degree preferred or equivalent experience
4+ years management experience
Strong qualifying, demonstrating, presenting, negotiating and closing skills
Ability to describe and demonstrate a technical product to a non-technical audience.
Exceptional interpersonal management skills
Solid customer service
Hands on experience with CRM software and MS Excel
Excellent analytical and organizational skills
Excellent time-management and self-management skills
Excellent presentation, selling, and written and verbal communication skills
Exceptional listening, problem solving and time management is critical.
Strong computer skills, including Salesforce.com CRM and Google Office Products.
Fluent in Portuguese, English and Spanish

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 .

We all have a role in building a community where everyone belongs. Where you can speak your mind, be yourself, and feel supported. It’s how we achieve more together — for each other, for our customers, and for the world. https://www.fortive.com/inclusion-diversity
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 Danaher Corporation (www.danaher.com), 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 Danaher Business System. Working at Fluke gives you access to a robust career development process and challenging, “stretch” opportunities.

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