Field Service Implementation Specialist

Flow Control Group • Boston, MA

21d • $100,000 - $122,000 • Remote

About The Position

Flow Control Group (FCG) is deploying Salesforce.com’s Customer Relationship Management platform and Salesforce.com Field Service Management software. This role will configure, deploy, and train field service users and managers on best practices in field service management, use of field service KPIs, and best practices in field service delivery. The goal is to ensure field service best practices are implemented by leveraging the Salesforce.com Field Service Management platform to increase the efficiency and effectiveness of our field service organizations. The successful candidate will work to successfully deploy the Field Service Management platform for various brands, evaluate the performance of field service personnel by developing metrics and training managers on evaluation methods, and integrate FSM into other key infrastructure products and services.

Requirements

• Associate's degree or equivalent experience.
• Experience Deploying Field Service Applications
• Experience developing Field Service KPI reports and Dashboards
• Experience managing deployment projects
• 3 years in this field or 5 years of field service support.
• Demonstrated experience training/mentoring service techs and managers.
• Proven ability to document field complaints and apply appropriate solutions.
• Proficient in Microsoft Office Suite.
• Proficient in gathering and writing business requirements.
• Willingness to travel 50% (Required)

Nice To Haves

• Salesforce.com Field Service Consultant Certification a plus
• Understanding of Lean Six Sigma methodologies a plus.

Responsibilities

• Works closely with Service leads, Brand managers, IT, and 3rd parties to come up with business requirements and process priorities
• Working closely with the Training / Education department to develop training material on proper use of the FSM system and Field Service Strategy by key roles
• Training and development of service management on use of tools and best-in-class field service management processes and strategy
• Provides project management oversight of FSM implementations
• Works with Operating Group and Brand leaders to develop forecasting capabilities and solutions to understand business outlook across the sales channel
• Performs analysis and develops key Performance Indicators to evaluate the effectiveness of field service engagement, field tech surveys and other statistics that drive performance
• Identifies further business needs and develops and presents solutions.
• Performs other related duties as assigned by management.
• Utilizes technical training, knowledge, and experience in field service management efforts.
• Working knowledge and experience with Salesforce or other leading FSM platforms
• Working knowledge of Salesforce.com Service Cloud or other leading Field Service management (FSM) tool.
• Use Salesforce to design dashboards and reports.

Benefits

• Medical, Dental and Vision insurance
• competitive 401(k) matching program
• career growth opportunities
• employee referral program
• paid time off and holidays
• parental leave
• FCG University learning and training platform available to all employees offering over 80k courses.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree