Job Description
Job Title: Salesforce CRM Business Analyst & Support Liaison
Location: Westford, MA (Onsite)
Job Type: Full-Time
About us: Fire Equipment Inc. is a full-service life safety company. Since 1928, we have led the way in the fire protection industry providing inspections, installation, design and repairs. We provide our services to a wide range of industries throughout the New England area.
FEI is a third-generation family owned and operated company. Employees and clients alike are considered part of the FEI family. As such, FEI understands open communication with both employees and clients is critical.
Our employees take pride in carrying out the company’s mission: to provide total life safety solutions protecting lives, valuable assets, and property.
Summary: We are seeking a proactive and tech-savvy Salesforce CRM Business Analyst & Support Liaison to support our teams with issue resolution and user guidance. This role is ideal for someone who is not only familiar with Salesforce, but also has strong communication skills, customer service, and can effectively collaborate with colleagues over the phone, via email, and in person. Additional experience with ServiceMAX field service management platform is a huge plus.
Key Responsibilities: - Act as the primary liaison between internal teams and the Salesforce support team, ensuring timely resolution of issues.
- Respond to and manage technical support requests related to Salesforce and ServiceMAX issues through email, phone, and in-person interactions.
- Guide managers and new hires through their first few months, ensuring they understand Salesforce and ServiceMAX tools and best practices.
- Learn and supplement our current training methods; facilitate IT classes at weekly orientation and other classes as needed.
- Break down complex technical concepts into clear, actionable steps for team members.
- Collaborate with departments to gather system requirements and implement necessary fixes.
- Set up and manage reports, ensuring accurate data tracking and insights.
- Test Salesforce and ServiceMAX functionalities and troubleshoot issues to ensure smooth operation.
- Develop and share best practices, helping colleagues improve their efficiency and confidence in using Salesforce and ServiceMAX.
- Offer technical support with a customer-service-focused approach.
- Continuously learn new features and proactively share knowledge with team members.
Qualifications: - Familiarity with Salesforce and a strong understanding of how it functions.
- Familiarity with ServiceMAX is a plus, or willingness to learn.
- Ability to analyze and test system processes for improvements.
- Strong communication skills, with the ability to simplify and explain technical concepts to non-technical users.
- Experience in a support role that involves guiding and assisting colleagues.
- Proactive, self-motivated, and eager to learn and help others succeed.
- Comfortable working cross-functionally and addressing issues with various departments.
Education:
Job Tags
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