Field Tech Jobs in Boston, MA (NOW HIRING)

The flow control group owns businesses in the flow control, industrial automation, and life sciences spaces. As the business has grown, we are currently deploying Salesforce.com’s Customer Relationship Management platform for our sales organization.  We are also deploying Salesforce.com Field Service Management software in the businesses that have field service organizations. 

This role will configure, deploy, and train field service users and managers in the best practices of field service management, use of field service KPI’s, and best practices in field service delivery.  This role will 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 for Flow Control Group’s Field Service Operations leader role will have three key areas of responsibility.  First, the Field Service Operations leader will work to successfully deploy the  Field Service Management platform for various brands across various operating groups.  This role will work closely with Operating Group and Brand leaders and service leaders on the rollout of our strategy.  Second, the Field Service Operations leader demonstrates analytical skills to evaluate the performance of field service personnel and will develop metrics and help train field service managers on the appropriate way to evaluate service performance in the business.  Lastly, our Field Service Operations leader will work closely with other functional leaders such as operations, service delivery, , pricing, IT and others to integrate FSM into the other key infrastructure products and services such as Customer Relationship Management and other ERP business functions.

Qualifications:

• Education Required: Associate's degree or equivalent experience.
• Experience Deploying Field Service Applications
• Experience developing Field Service KPI reports and Dashboards
• Experience managing deployment projects
• Salesforce.com Field Service Consultant Certification a plus
• Experience Required: 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.
• Understanding of Lean Six Sigma methodologies a plus.
• Proficient in gathering and writing business requirements.
• Travel: up to 50%.

Duties and 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.

Job Type:

• Full-time

Schedule:

• Monday to Friday

Education:

• Associate (Preferred) or business experience equivalent

Willingness to travel:

• 50% (Required)

Work Location:

• Remote and/or in a FCG facility

COMPETENCIES:

• Project Management--Develops project plans; Coordinates projects; Communicates changes and progress; Completes projects on time and budget; Manages project team activities.
• Analytical Skills-- Develops and performs analysis of system information to inform brands, sales managers, and others on the performance of marketing campaigns, sales performance at various stages of the sales process
• Technical Skills--Assesses own strengths and weaknesses; Pursues training and development opportunities; Strives to continuously build knowledge and skills; Shares expertise with others.
• Interpersonal Skills--Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things.
• Oral Communication--Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings.
• Written Communication--Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information.
• Innovation--Displays original thinking and creativity; Meets challenges with resourcefulness; Generates suggestions for improving work; Develops innovative approaches and ideas; Presents ideas and information in a manner that gets others' attention.