Service Process & Systems Specialist

FOSS; Hillerød Kommune; On-site; DKK 900,000 - 1,300,000; Full time

Job summary

FOSS is seeking a Service Process & Systems Specialist to drive continuous improvement of our service systems. You will enable Field Service and Back Office teams with best-in-class Salesforce tools and standardized processes.

You will report to the Head of Projects & Excellence and collaborate with IT and global stakeholders to enhance service performance. You will lead system enhancements, train colleagues, and ensure process compliance while shaping the global Salesforce landscape for 350

Qualifications

• Experience in managing field service requirements from a business and customer point of view.
• Strong customer orientation and an ability to demonstrate understanding of commercial business processes.
• Experience working for a global company with many stakeholders.
• A strong ability to translate business needs into clear IT requirements.
• Excellent verbal and written communication skills to collaborate across teams worldwide.

Responsibilities

• Become a Salesforce Service Expert and Business Process Specialist for the Service Back Office and Field Service Engineers providing first-line service.
• Own all Service Salesforce processes and identify opportunities to improve system solutions and service performance, including compliance follow-up.
• Act as liaison between business and IT Salesforce team, specifying enhancements, new features and bug fixes, and represent the business in user testing of service solutions.
• Keep user guides updated and train colleagues on new features.
• Support 1st line Service colleagues in their daily Salesforce work.
• Collaborate with Business Process Owners from other departments to align processes and ensure solutions fit the global Salesforce landscape.
• Help prioritize the roadmap for how Salesforce supports Service globally.

Skills

Salesforce Field Service

Business Process

Customer orientation

Communication skills

Team player

Travel willingness

Tools

Salesforce

ServiceMax

ServiceNow

Microsoft Dynamics

Job description

At FOSS, we are driven by a strong sense of purpose, and we hope you are too. By 2030, the world population will exceed 9 billion and the middle class will have doubled. This means we will need to be outstandingly smart about our global food production. FOSS is on a mission to enable the sustainable use of the planet’s food resources, and thus to the nutrition of the people of the world. As a global market leader, we contribute through innovative food analysis, which is used to secure food quality, reduce waste, and optimize food production. If that sounds like something you’d like to be a part of, read on!

What you will be doing

As our new Service Process & Systems Specialist in Global Service Excellence, you will play a vital role in driving continuous improvement of our service systems and processes. Your goal is to ensure that our dedicated Field Service colleagues and Service Coordinators have the best tools and standardized processes they need to carry out their daily work efficiently. You will report to the Head of Projects & Excellence.

Salesforce Field Service is the main system platform for our 350 service colleagues located in 19 subsidiaries around the world, so knowledge of Salesforce or a similar field service solution (e.g. ServiceMax, ServiceNow or Microsoft Dynamics) will be an advantage.

Key responsibilities include

• You will become a Salesforce Service Expert and Business Process Specialist. You will play a key role in enhancing the Salesforce platform used by the Service Back Office and Field Service Engineers who provide 1st line service to our customers.
• You will take ownership of all Service Salesforce processes and be responsible for recognizing opportunities to improve the system solutions and service performance, including follow-up on process compliance.
• You will be the liaison between the business and the IT Salesforce team, specifying enhancements, new features and bug fixes, and represent the business in user testing of service solutions.
• You will keep user guides updated and train colleagues in new features.
• You will support our 1st line Service colleagues in their daily work in Salesforce.
• You will work closely with Business Process Owners from other departments to align processes and ensure that solutions fit the global Salesforce landscape.
• You will help prioritize the roadmap for how Salesforce supports Service globally.

What we hope to see you bring

You enjoy making systems and processes work for the people who use them every day, and you thrive in the space between the business and IT.

We hope to see you bring:

• Experience in managing field service requirements from a business and customer point of view within Salesforce Field Service or a similar field service solution.
• Strong customer orientation and an ability to demonstrate understanding of commercial business processes.
• Experience working for a global company with many stakeholders.
• A strong interest in systems and the ability to translate business needs into clear requirements for IT.
• Excellent verbal and written communication skills to effectively communicate with teams spread across the globe and within multiple functions.
• A strong team player who is flexible and solution-oriented.
• Willingness to travel occasionally.

Nice to have

• Salesforce Service and Field Service Lightning experience.
• SAP ERP experience.
• Knowledge of other system tools such as Power Apps, Power BI and Signavio.

Why choose FOSS?

We offer a central role in a global team where you can make a real difference for 350 service colleagues worldwide. You will work closely with stakeholders across the organization and with the IT Salesforce team, with good opportunities to develop your skills within Salesforce, process improvement and change management. You will join an international and innovative company that is a world leader in analytical solutions for food and agriculture.

FOSS is committed to maintaining an inclusive and diverse culture. You can help us sustain an unbiased recruitment process by not including photo and age in your application.

If you have any questions, please contact Michael Jerris at [e-mail].

About FOSS

Today, more than 8 billion people around the world are dependent on nutritional food. Tons of food being produced in a million different ways and under varying conditions, creating challenges all the way from field to fork. One of them, obviously, is the effect it has on climate change.

FOSS helps the world’s 100 biggest food companies, and more than 40,000 others around the world navigate exactly that with intelligent, data-driven and innovative analytical solutions. We are making sustainability a better business, and we’re doing so as the global market leader in our field – improving food quality, minimizing food waste, ensuring food safety, and securing fair payment.

Join a pioneering and innovative company in the food and agriculture industry. A company on a mission, with offices all around the world and 1,750 talented colleagues across 34 different countries.