Global Service Cloud Solutions Manager
About The Position
We are seeking a Global Service Cloud Solutions Manager for the Power Systems group that will ensure that aftermarket service maintenance data in Salesforce Service Cloud is accurate, complete, and actionable for distributors worldwide. This role is critical to our aftermarket business, enabling distributors to quote service maintenance, identifying what parts and quantity are required for the maintenance tasks to order and stock the correct spare parts efficiently for the service maintenance. The successful Global Service Cloud Solutions Manager of Aftermarket Parts will work closely with Service Engineers to validate technical data and ensure distributors can effectively use the Salesforce solution to support maintenance and service operations and will not only optimize the service platform but also act as the voice of the distributor, identifying their pain points, and ensuring the solution strengthens partnerships and drives parts growth.
Requirements
- Bachelor’s degree in engineering, Technical Service, Information Management, or related field.
- 5+ years of experience in aftermarket service operations, spare parts management, 3 years of experience of product ownership of Salesforce service cloud
- Strong knowledge of service BoMs, spare parts, maintenance procedures, and aftermarket processes in industrial/manufacturing sectors.
- Experience collaborating with distributors to ensure correct use of digital service solutions.
- Familiarity with ERP/PIM systems and master data governance.
- Excellent communication, training, and problem-solving skills.
- Spanish speaking a plus
Nice To Haves
- Deep understanding of aftermarket service and spare parts operations.
- Distributor-focused mindset with ability to solve pain points.
- Technical proficiency in service workflows and data management.
- Data-driven, detail-oriented, and process-focused.
- Strong collaboration skills with internal and external stakeholders.
Responsibilities
- Maintain accurate and complete service tasks, maintenance BoMs, and spare parts associations in Salesforce Service Cloud.
- Ensure all generators and installed base units have the correct maintenance tasks linked with the right parts and quantities for distributor stocking.
- Collaborate with Service Engineers to validate and update technical information.
- Audit service data regularly to maintain quality, completeness, and accuracy for aftermarket operations working close with the data analyst.
- Train and support distributors in using the Salesforce Service Cloud for aftermarket quoting, ordering, and inventory planning.
- Ensure distributors have access to accurate maintenance tasks, parts information, and BoMs to reduce downtime and service errors.
- Gather feedback from distributors and address challenges to improve usability and adoption.
- Act as a bridge between Service Engineers, E-Commerce, Data analyst, and distributors to improve workflows and Salesforce solution usability.
- Recommend enhancements to the Salesforce Service Cloud platform to better support distributor aftermarket needs.
- Monitor adoption, track KPIs (data accuracy, distributor usage, order efficiency), and report globally.
- Support the aftermarket strategy by ensuring distributors can stock the right parts and deliver reliable service to end customers.
- Drive initiatives that improve service efficiency, spare parts availability, and overall distributor satisfaction.
- Service Agreements dashboard providing analysis of Potential parts sales under SA vs final parts sales to the channel team to drive actions with the distributors.
Benefits
- Competitive compensation and benefits
- Work-life flexibility
- Recognition and rewards
- Development and career opportunities
- A safe and inclusive workplace
- health, vision, dental, 401(k) with Rehlko matching
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
