Customer Center Manager

GENERATL SUMMARY:

This role leads the Southeast Asia Customer Center, covering Sales Qualified Lead generation, Care Plan renewals, and inbound customer support across the region with a personal focus on Singapore, Malaysia, and Philippines. The position manages a lean team and acts as a key driver of customer engagement, pipeline growth, and service excellence.

ROLE AND RESPONSEIBILITY:

1. Team Leadership & Operations

• Lead and manage the Southeast Asia customer center team to achieve business targets
• Establish standardized processes across markets to ensure consistent customer experience
• Leverage Five9 phone system to setup routings for different countries across the region
• Monitor team performance and drive continuous improvement

2. Lead and Opportunity Management

• Drive sales qualified lead (SQL) and opportunity generation through campaign follow-ups and database prospecting
• Support campaign execution and feedback loops
• Collaborate closely with Sales, Distributors and Marketing teams to improve conversion rates
• Maintain a high-quality customer database in CRM

3. Inbound Customer Support 

• Serve as the first contact point for customer inquiries through phone and email
• Work closely with Service team as the customer facing interface for repair and care plan inquiries
• Ensure timely resolution and compliance with SLA standards

4. Care Plan Renewal 

• Lead Care Plan renewal strategy and execution
• Contribute directly to recurring revenue growth

QUALIFICATIONS: 

• Bachelor’s degree or above 
• More than 5 years of experience in Inside Sales or Customer Center
• Proven team management experience preferred
• Strong understanding of B2B sales and lead management
• Fluent in English, Malay and Mandarin 
• Excellent communication and stakeholder management skills

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.