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JOB SUMMARY

The Field and SaaS Professional Services Manager is a strategic leader responsible for guiding high-performing teams across field service operations, technical training, and SaaS professional services. This role oversees onsite support, installations, repairs, and customer onboarding projects; manages internal and external training programs; and drives software deployment and data migration activities. The manager defines and improves service delivery processes, tracks key performance metrics, and develops technical staff to ensure efficient operations, consistent service quality, and high customer satisfaction across Fluke’s hardware and software solutions.

RESPONSIBILITIES

Field Service Leadership

+ Lead, mentor and develop the Field Services team responsible for onsite customer support, installation, training, repairs, and technical assistance ensuring technical excellence and a customer first mindset.

+ Develop and implement service delivery standards to ensure quality, efficiency, and customer satisfaction.

+ Manage scheduling, resource allocation, and field service logistics to meet service level commitments.

+ Partner with Engineering and Product Management to identify and resolve recurring product issues.

+ Develop and implement service tracking metrics including response time, resolution time, service cost, and customer satisfaction.

Training Program Management

+ Oversee the development and delivery of technical training programs for customers, distributors, and internal teams.

+ Manage the Training team in creating and maintaining training materials, handouts, and e-learning modules for Fluke devices and software applications.

+ Ensure training content remains up to date with current products, firmware, and software releases.

+ Facilitate certification programs for service partners and internal technicians.

+ Evaluate training effectiveness and implement improvements based on feedback and performance data.

Professional Services SaaS

+ Lead the Professional Services team responsible for software implementation, data migration, and customer onboarding for SaaS solutions.

+ Establish project delivery processes and ensure consistent execution across all customer implementations.

+ Collaborate with Sales, Product, and Support teams to align customer outcomes and expectations.

+ Manage Professional Services portfolio, including defining service offerings, pricing strategies, and delivery models to ensure profitability, scalability, and alignment with customer needs.

People & Process Leadership

+ Coach and develop high-performing technical team members, fostering collaboration and technical growth.

+ Define and implement standard operating procedures for both field service and training functions.

+ Drive continuous improvement initiatives focused on operational excellence and customer experience.

+ Serve as a visible leader and coach, fostering a culture of accountability, innovation, and continuous learning.

+ Build succession plans and career paths for technical team members.

QUALIFICATIONS/SKILLS AND KNOWLEDGE:

Required Skills/Abilities:

+ Bachelor’s degree in engineering, business, or related field (or equivalent experience).

+ 5+ years of experience managing technical teams, customer training, or SaaS implementation teams.

+ 5+ years of customer service experience including resolving inquiries, handling complaints, and maintaining a positive customer experience in a fast-paced environment.

+ 5+ years of experience using commercial systems such as ERP (e.g., Oracle, SAP) and CRM (e.g., MS Dynamics, Salesforce).

+ Demonstrated success in building and scaling field support, professional services and/or training teams.

+ Proficiency in MS Office products, including Excel, Word, and Power Point. Experience with project management tracking software a plus.

+ Experience in drafting clear and concise technical and process documentation.

+ Excellent communication and interpersonal skills, with the ability to work effectively with stakeholders at various levels.

+ Strong leadership presence with ability to influence across technical and non-technical teams.

+ Adept at working in a fast-paced environment with evolving needs, priorities, and deadlines.

+ Ability to travel up to 50% domestically and internationally.

Fortive Corporation Overview

Fortive’s essential technology makes the world safer and more productive. We accelerate transformation in high-impact fields like workplace safety, build environments, and healthcare.

We are a global industrial technology innovator with a startup spirit. Our forward-looking companies lead the way in healthcare sterilization, industrial safety, predictive maintenance, and other mission-critical solutions. 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 advanced technologies that help providers focus on exceptional patient care.

We are a diverse team 10,000 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.

About Fluke

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].

Pay Range

The salary range for this position (in local currency) is 89,200.00 - 165,600.00

The salary range for this position (in local currency) is 89,200.00 - 165,600.00

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].