WS - Operations Specialist

ABOUT THE JOB:

The Operations Specialist – Salesforce Admin is responsible for supporting operating success in the business.  The Operations Specialist – Salesforce has responsibility and accountability for driving Safety, training, and mentoring of Field Operations and Logistics roles through implementing and assessing Operational Key Performance Indicators and Standard Work.  The Operations Specialist will achieve success by executing on both short- and long-term actions to improve operational excellence standards for safety, people, quality, delivery, costs, branch administration, and asset management. Additionally, Operations Specialist will work with IT and functional teams to develop and implement functionality and enhancements primarily focused on applications within Service Cloud business processes.   

WHAT YOU'LL BE DOING:

Salesforce Admin Activities
Monitor and support Salesforce-SAP integrations, ensuring reliability and data accuracy
Support and troubleshoot Field Service Lightning (FSL) Mobile for technicians and delivery drivers
Maintain and enhance the Salesforce data model including objects, fields, page layouts, lightning record pages, validation rules and flows
Provide support for mobile and desktop users across operations and logistics teams
Configure and optimize scheduling policies, work rules and objectives to ensure effective automated routing and dispatch and manage service territories, resources, skills, operating hours and capacity plans to support efficient field operations
Support field through configurable levers & maintain optimizer to enhance operational efficiency and decision making.
Ability to develop/configure automation processes (Flows, Approval Process, Workflows, Process Builder)
Design, Build, Maintain, and validate custom reports to support data-driven decision making and operational transparency.
 Collaborate with stakeholders to gather reporting requirements and translate them into effective report designs.
Perform data validations to ensure accuracy and consistency across systems and reports.
Script & Scenario creation & validation
Clearly understand the business use cases and requirements to document the technical solution
Collaborate with the Business Analysts to document requests for enhancement and defects collaborate with field IT analysts & leadership
Document & create technical design deliverables such as technical specifications, wireframes, prototypes, user stories, test cases and scripts as necessary
Understand & follow the enhancement & defect governance process to align the team on prioritization, capacity and release processes
Improve skills in force.com products by completing Salesforce trailhead trails
Advocate the adoption of applications and identify technical or process enhancements that will increase operational efficiencies
Keep up to date with the new system releases and new features

Operational Support Activities
Responsible for Providing field coverage for both branch administrative and logistics tasks as required
Provide analytical support and benchmarking for operational activity.
Provide new hire and ongoing training to field employees, for All branch operations, branch administrative and logistics.
Provide business support, representation and development for system and process improvement projects, including but not limited to design, testing, feedback, training.
Collaborates with and supports Branch Operation Managers (BOM’s), Branch Coordinators (BC’s), Market General Managers (MGM’s), Dispatchers, Transportation Coordinators, Production Supervisors, and corporate departments to deliver key strategic initiatives by implementing Standard Work and adherence to Operational Key Performance Indicator (KPI’s). 
Actively supports internal labor management in the field aligning with all critical operating priorities and messaging.
Conducts site visits to Branch locations- review operational KPI’s while providing direct and indirect feedback to branch leadership, Operations Managers, Operations Directors and General Managers.
Uses Planning Tools and data, ensures the branches are ready to support Unit on Rent (UOR) growth, Including supporting products and services.
Ensures that the appropriate systems and technical support are in place to provide safe, timely, cost effective, high quality and efficient delivery of revenue activities.
Conducts periodic assessments of operations at branches, evaluate performance and lead training and development initiatives.

EDUCATION AND QUALIFICATIONS:

Safety/Environment
Supports regions on Health, Safety and Environment; Conducts business in compliance with all WSMM Safety, Transportation, and Environmental Policies.
Supports employee health and safety results through creating a safer workplace, Safety Save, training and observations, and periodic assessments of the branch.
Ensures standard work instructions are implemented; supported by robust training and communication actions.
Customer Focus
Uses Net Promoter Score (NPS) system to provide timely correspondence and to address internal issues.
Ensures On Time Deliveries and Returns.
Drives high levels of product quality (<60-day call & First Time Quality)

The successful candidate will possess:

• A minimum of 5 years’ experience in the mobile, modular or construction industry in general building, remodeling, and supervision. 
• Strong expertise in Sales Cloud and Service Cloud
• Salesforce.com or other relevant certification preferred (ADM 201, Certified Platform Developer I, Sales Cloud Consultant, Service Cloud Consultant)
• Systems analyst experience required
•  Experience working in a high-profile role that has frequent contact between various departments, executive leaders, and field management.
• Experience in leading continuous improvement initiatives.
• Ability to manage multiple projects and assignments.
• Ability to thrive in a highly dynamic, entrepreneurial, time-sensitive, collaborative environment.
• Demonstrates accuracy and thoroughness; looks for ways to improve and promote quality; actively solicits feedback to improve performance.
• Strong customer presentation and communications skills and experience.
• Proven experience in a leasing business (e.g., construction materials, auto- leasing) or in Logistics, transportation, or other construction-related industry.
• Experience in working in culturally diverse, operational/functional matrix organizations.

• Proficient with MS Office/Excel/Word/Outlook; experience with SAP is a plus. 
• Ability to travel up to 25% of your time.