The Call Center and Customer Success Manager leads inbound and outbound call center operations, covering both commercial and service-related customer-facing phone-call and email interactions. The role ensures high-quality customer experience, efficient SQL and service case handling, and strong collaboration with Marketing, Sales, and Service teams.
- Manage daily inbound and outbound call center operations, including technical and commercial inquiries, lead qualification, and service-related calls/emails.
- Support lead management processes (Raw Leads, SQL, MQL) and AI outbound-call campaign execution.
- Monitor KPIs including efficiency, quality, customer satisfaction, and SQL conversion performance.
- Drive care plan renewal and cross-selling support, contributing to service-related revenue.
- Identify operational improvement opportunities and drive process optimization.
- Lead, coach, and develop team members.
- Bachelor’s degree or above; engineering or business background preferred.
- 8+ years of experience in call center, customer service, inside sales, or service operations.
- Proven people management experience.
- Strong understanding of customer service and service-related processes.
- Experience with CRM and call center systems.
- Strong communication, analytical, and stakeholder management skills.
- Fluent in Chinese; working English preferred.
About Company
Fluke is leading the world in creating software, test tools and technology that will support customers today and in the future. We are a customer-obsessed market leader with a strong reputation for reliability, quality and safety.
A wholly owned subsidiary of Fortive Corporation (www.fortive.com), Fluke is a global corporation headquartered in the greater Seattle area. Driven by the successful Fortive Business System, Fluke offers the passion of a startup with the resources of a Fortune 500 company. We are focused on the growth of our individual employees, teams and the Fluke brand.
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 [email protected].
Company
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.