Description
Position Summary: Lead and manage field support operations and dispatch oversight without performing customer on-site visits. Own SLA performance, ticket lifecycle in Salesforce Service Cloud, technician coaching, vendor coordination, and customer-facing escalation communications handled remotely.
Key Responsibilities:
- Oversee daily field operations: dispatch coordination, schedule management, monitor technician performance and on-site activity remotely.
- Manage ticket lifecycle in Salesforce: ensure triage, accurate assignment, status updates, resolution documentation, and timely closures.
- Own SLA compliance and escalation processes; configure and enforce Milestones/Entitlements and automated alerts.
- Interface with customers and stakeholders remotely for escalations, status updates, and major incidents via phone/email/video.
- Develop, document, and enforce SOPs, checklists, and field tooling best practices for technicians.
- Coach, train, and evaluate field technicians; conduct performance reviews and drive first-time-fix improvements.
- Oversee parts inventory and vendor relationships; coordinate “waiting on parts” workflows and vendor SLAs.
- Produce and present operational reports and dashboards (SLA compliance, MTTR, FTF rate, utilization, CSAT).
- Lead post-incident reviews for P1/P2 incidents and implement corrective actions and knowledge-base updates.
- Maintain safety, privacy, and compliance standards; ensure technicians follow on-site safety protocols.
Requirements
Required Qualifications:
- 4+ years managing field service or technical support teams with dispatch/field technicians.
- Hands-on experience using Salesforce Service Cloud (ticketing, flows, entitlements/milestones, reports/dashboards).
- Strong understanding of SLA design/enforcement and escalation matrices.
- Excellent remote customer-facing communication skills; experience managing escalations virtually.
- Proven coaching and people-management skills.
- Comfortable working remotely and coordinating field activities without on-site customer visits.
Preferred Qualifications:
- Experience with mobile field tools (Salesforce Mobile, Field Service Lightning).
- Technical background in relevant equipment or systems serviced by your organization.
- Experience with inventory/parts management and vendor coordination.
- Certifications: ITIL Foundation or equivalent service management certification.
Core Skills:
- Remote leadership and team development
- Salesforce Service Cloud configuration & reporting
- SLA management and escalation handling
- Remote customer communication and stakeholder management
- Analytical reporting and continuous improvement
- Process documentation and knowledge management
Working Conditions:
- No travel to customer sites. Occasional after-hours or on-call incident handling may be required.
To Apply: Submit resume and brief cover letter highlighting field service management experience and Salesforce Service Cloud expertise.