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The Field Service Solution Engineer (FSSE), Manufacturing, is responsible for presenting our Service and Support product offerings, (the Service Cloud), with a focus on field service processes. The successful FSSE understands the offering's technical capabilities and associated value proposition and is able to deliver compelling demonstrations that answer prospects' and customers' business needs and provide ample justification for their investment. To accomplish this, the FSSE must have a strong desire to maximize their technical and pre sales skills, including the ability to solicit business requirements, develop a technical sales strategy, configure and effectively demonstrate the solutions that address these requirements, and provide business value.
To be successful in the role the FSSE works closely together with the Service Cloud Sales Account Executive and other Solution Engineers (SEs) within the Manufacturing vertical and helps deliver the appropriate technical solution and value proposition. The role is customer focused; delivering deep Field Service Process & product knowledge across all functional areas of the Service Cloud offering. Typically our engagement is sponsored by customer senior executives and will be presented to the level of VP Customer Care/Field Service, VP Marketing communications, COO, CMO, CFO and CIO level.
Responsibilities will include:
Understanding the customer processes, challenges and architectural complexity of today's Contact Centers/Dispatch centers, Service Portals, and mobile field technicians solutions
Understanding our Manufacturing customers' business and technical needs and aligning Salesforce solutions as the best fit to address those needs
Assisting the Account team SE in effectively responding to any detailed Service Cloud questions in RFPs
Articulating and communicating contact center/Field Service architectures to C-level and IT enterprise customers and implementation partners
Working in a matrixed organization, including Account Executives, SE, service executives and implementation partners
Leading discussions with different levels of IT technical audiences
Defining system requirements and recommend application architecture, including possible integration to CTI, ERP, and other third-party solutions
Storyboarding and assisting in the build/configuration of customized Service Cloud demos to support Field Service use cases
Presenting Field Service technology while highlighting deep familiarity with the prospect's hardware, software, networking and security stack investments
Participating in all appropriate product, sales, and procedural training and certification to acquire and maintain the knowledge necessary to be effective in the position
Attaining quarterly and annual objectives assigned by management
Supporting regional and global Service Cloud Initiatives and projects to improve field sales enablement and the Service Cloud product offering
Deep understanding of Field Service Organizations, Field Service Management Processes, Workforce Engagement and Scheduling, Asset Management, ERP , Mobile Device technology, Analytics and the working of large contact/dispatch centers
Solution Selling Discovery Skills
Ability to multi-task, work in a demanding team environment, understand and be responsive to customer needs, work under tight deadlines, work independently, and a willingness to take ownership of problems
Comprehensive knowledge of the software sales cycle
B.S. Computer Science, Software Engineering, MIS or equivalent work experience
Previous experience as a Sales Engineer/Architect for a Field Service Software vendor or consultancy company or similar technology Contact Center related technology
Ability to be flexible to travel needs of the business
Workflow Management experience
Knowledge of related applications, relational database and web technology
Basic programming experience in HTML and other web based technologies
B.S. of Computer Science, Software Engineering or related degree
Bachelor's Degree Required
Experience in Selling Field Service Solutions from Oracle, TOA, Siebel, ServiceMax, ClickSoftware or other Field Service market vendors
Experience selling software solutions in the Manufacturing vertical
Experience in positioning Connected Devices, Internet Of Things Use cases
Experience with relational databases including Oracle and/or Microsoft SQL Server
Working knowledge of Windows, and/or Mac O/S
For Colorado-based roles: Minimum annual salary of $71,890. You may also be entitled to receive incentive compensation.
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