Tier 2 Technical Support Specialist

KEY RESPONSIBILITIES
Providing front line customer support
• Provide high level customer service and support to different tiers of customers.
• Drives customer technical support and trouble-shooting issues through to conclusion by working
with the appropriate people/teams within Aeroqual and keeping the customer informed
throughout.
• Answers customer support tickets and ensures agreed service levels are met.
• Hands off service RMA jobs to the Service Technician function.
• Ensures service, warranty, and repair information is captured and searchable in our ticketing and
quality management system.
• Submits warranty claims for approval.
• Stays alert to issues that may be recurring and elevates them through the agreed procedures.
• Explains the background to customer issues to the engineering team, and helps to pull together
data when required.
• Recommends appropriate fixes from a customer viewpoint and the best way that these should be
rolled out to affected users.
• Some field work (including installation, maintenance, or training/trade shows) may be required.
 

Improve customer support systems and procedures
• Identifies, develops, and proposes initiatives which will increase efficiency and effectiveness in
post-sales support of customer accounts across the business.
• Looks for ways to improve our understanding of customer support needs and communicates this to
stakeholders in the business.
• Follows the Support procedure in the company quality management system, and suggests ways in
which it can be improved.
• Learns the IT systems that underpin Support and suggests ways in which they can be improved.
• Look for opportunities to drive revenue from existing customers during the support process.
 

Be a great team member
• Takes the lead on complex customer support issues, working with all stakeholders (both internal
and external) to get a win-win result.
• Keeping communication levels high within the team and between this team and other teams.

• Be the go-to person for other teams to come to if they need input or to work through an issue with
the tech support.
• Proactively identify opportunities and risks that the support team can leverage or mitigate and
propose initiatives to address.
• Fulfilling reporting responsibilities.

Quality Improvement, Health, Safety and Wellbeing
• Effectively engage in utilising the Quality Management System by aligning performance to policy,
procedures, and guidelines
• Actively identify continuous improvement areas within the QMS and other key working spaces,
• Actively take steps to minimise safety risks by identifying and reporting potential work hazards,
• All health and safety concerns are managed within appropriate timeframe and delegation,
• Health, Safety and Wellbeing is proactively promoted across departments.

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. 

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.