As part of the Tektronix Customer-First strategic pillar, the Customer Support and Success (CSS) Specialist role, as oftentimes the first contact a customer has with Tektronix, is critical. This role enables high customer retention and is a key influencer of purchasing decisions.
As a CSS, you are responsible for ensuring highest quality customer interactions. You will serve as a liaison between departments and advocate customer needs and issues. You will soon become an expert in all things Tektronix, while always ensuring compliance with Tektronix business practices. You will use active listening skills to determine the needs and interests of potential and existing customers, thus maximizing their delight with Tek and optimizing their revenue potential at the same time.
As the front-line of Tek, CSS Specialists satisfy customer needs that range from recommending the most appropriate product, helping with software installation, performing parts research, relaying (and expediting) order status, and working with logistics and manufacturing. CSS Specialists hold primary responsibility for instrument quoting and accurate order booking.
We are seeking a Customer Success and Support Specialist to join our team in Beaverton, OR to support our Americas sales operations.
Essential Capabilities (knowledge, skills, abilities & personal attributes)
- Experience in a customer success function, or as a Customer Service rep. The ideal candidate is fulfilled when their customer finds success using a service/product they’ve helped with.
- Demonstrated customer-first attitude. High motivation and desire for continuous improvement and learning required.
- Ability to partner with technical sales force to become their trusted partner.
- Experience navigating in Oracle or other similar ERP systems to create quotes and enter orders, plus Dynamics or other similar CRM systems is desired.
- Exceptional verbal and written communication skills with the ability to effectively multi-task in a fast-paced environment.
- Outstanding organizational skills with attention to detail
- Flexibility within team environments
Job Requirements
- Actively engage with customers to optimize the order process. Address inquiries, and proactively identify opportunities to accelerate the sale.
- Proactively reach out to new customers to help them get quickest possible value out of their purchase.
- Quickly and accurately create quotes and respond to RFQ’s and book orders
- Proactively track order status and notify the customer of delays
- Process customer complaints and returns according to company policy
- Manage orders from booking, holds management, and through shipment
- Export compliance screening
- Collaborate with field sales, credit, logistics, and supply chain to continuously deliver a great customer experience
Work Experience
- 3-5 years working in customer success, customer service, technical support, or inside sales
- Experience with Oracle preferred
- Experience with MS Dynamics 365 preferred
Education
- Bachelor’s degree in business administration preferred
- A high school diploma or equivalent with appropriate experience will be considered
Additional Details
All employment offers are contingent upon successful completion of our pre-employment drug screening and background/criminal check. Tektronix is an equal opportunity employer. Tektronix does not discriminate based on race, color, religion, sex, sexual orientation, national origin, age, physical or mental disability (if the individual can perform the essential functions of the position with reasonable accommodation), pregnancy, childbirth, or related medical condition, veteran's status or any other status protected by applicable federal, state, or local law. Candidates with less education/experience may be considered for other opportunities.
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.
Fortive: For you, for us, for growth.
