Customer Success Operations Specialist

Day in the life of Customer Success Operations Specialist

As a Customer Success Operations Specialist your job is to ensure that Fluke Premium Care customers receive accurate timely and high-quality support throughout their service experience. A typical day involves reviewing incoming tickets assessing requests clarifying information with customers and coordinating with internal service teams to move cases forward efficiently. You handle both service-related requests (such as calibration repair and accessory support) and administrative tasks related to care plan activation and registration ensuring all data is correct and actionable. The role involves working with products such as Fluke test and measurement tools so familiarity with or curiosity about technical equipment is a plus. Success in this role means responding to customer requests within 24 hours accurately interpreting client needs and maintaining clear and appropriate communication. You collaborate closely with colleagues in both the commercial and operational parts of the Customer Success team sharing insights and best practices daily to ensure smooth processes and effective resolution of care plan requests across EMEA.

Responsibilities

• Manage inbound Fluke Premium Care tickets ensuring initial assessment and appropriate action.
• Validate care plan eligibility and benefit coverage ensuring accurate and complete information is collected.
• Review customer requests determine the proper operational approach and distinguish between service types (repair calibration accessory administrative or other).
• Support and resolve activation and registration issues across multiple activation models
• Provide clear appropriate communication to clients across EMEA guiding them step by step through next actions.
• Maintain structured and accurate case records within the ticketing system to ensure transparency and traceability.
• Collaborate problem solve and strategize with your team to enhance efficiency.

Your Team

You will join a dynamic international Customer Success team composed of both commercial and operational specialists. We foster an open honest inclusive and collaborative environment where knowledge sharing and constructive feedback are part of our daily work. The team is responsible for all aspects of Fluke Premium Care management. FPC is a recurring revenue business model based on renewals. It is service program designed to provide extended coverage benefits and support.

Experience

• Bachelors degree (Business technical scientific or other relevant fields).
• Minimum 12 years experience in a B2B operational or customer support environment or equivalent professional experience.
• Strong working knowledge of Microsoft Word Excel Teams and Outlook.
• Experience with ticketing systems CRM tools or operational workflows.
• Familiarity with care plans technical products or test tools is a strong plus.

Personal Skills

• Required primary language skills: fluency in English another European language (particularly French German strongly preferred).
• Exceptional interpersonal written and verbal communication skills with the ability to explain complex information clearly.
• Ability to communicate technical information to understand customers needs
• Ability to work independently while following guidelines demonstrating accountability organization and good judgement.
• Analytical mindset and problem-solving skills with attention to detail and the ability to manage multiple priorities
• Energy resilience and ability to adapt to a fast-paced environment.
• Enthusiastic about learning new systems and processes quickly with the ability to understand technical product details

Why you should join Fluke

• Work in an entrepreneurial team-centered customer-focused and growth-oriented environment.
• Opportunities to grow within the department and across other departments.
• Hybrid work policy.
• International environment in a great location in Eindhoven