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Manage global roll out of Salesforce Field Service by leading the project team, defining the Standards of Service operations and translating these into IT "language". Manage all key stakeholders in this project, ensuring country buy-in and leadership support. Train new users and provide continuous guidance on the solution usage.
Act as key individual to define matrix, reports and dashboards showing the performance of Revenue streams on Commercial and Operational Excellence data

Conduct GAP analyses to identify discrepancies between current processes and desired outcomes or existing solutions, forming the basis for digital transformation initiatives

Analyze, map, and optimize service and support processes with a focus on efficiency, standardization, automation, and user experience

Manage end-to-end requirement processes including documentation, validation, and stakeholder alignment

Create user stories, process documentation, and training materials for internal stakeholders and technical teams

Coordinate and execute testing, UAT, and change management efforts as part of CRM system enhancements

Deliver training and onboarding for field technicians and back-office teams to ensure successful adoption of new tools and workflows

Design and maintain Power BI dashboards and reports to support management in making data-driven decisions, especially in service and installed base analytics

Collaborate cross-functionally with IT, business departments, and external partners to continuously improve CRM and reporting ecosystems

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