Salesforce Field Service Optimization (FSO) SME

Advancesoft India Hyderabad; Bengaluru; Hybrid; INR 1,800,000 - 3,600,000; Full time

Job summary

Charter Spectrum seeks a Salesforce Field Service Optimization (FSO) SME to lead scheduling, dispatch optimization, capacity planning, and service operations transformation initiatives in Bengaluru. You will aim to maximize technician productivity, improve SLA compliance, reduce travel time, and drive adoption of Field Service optimization capabilities.

The role requires senior expertise, a track record of improving field service metrics, and ability to collaborate with cross-functional teams in

Qualifications

• Deep expertise in Salesforce Field Service Cloud and FSO.
• Hands-on experience with Scheduling Policies, Work Rules, Service Objectives, Service Territories, and Dispatcher Console.
• Strong understanding of workforce planning, capacity management, dispatch operations, and route optimization.
• Experience with KPI reporting, analytics, forecasting, and operational performance measurement.
• Ability to work across business, operations, and technology teams in large-scale enterprise environments.

Responsibilities

• Design and optimize scheduling policies, work rules, service objectives, and dispatch processes.
• Configure and manage Salesforce Field Service Optimization capabilities.
• Improve technician utilization, route efficiency, and first-time fix rates.
• Develop capacity planning and workforce forecasting models.
• Analyze operational KPIs and recommend continuous improvement initiatives.
• Collaborate with dispatchers, planners, field operations, and business stakeholders.
• Support UAT, training, and production rollout activities.

Skills

Salesforce FSO

Scheduling Policies

Work Rules

Service Objectives

Service Territories

Dispatcher Console

Workforce Planning

Capacity Management

Dispatch Operations

Route Optimization

KPI Reporting

Analytics

Forecasting

Performance Metrics

Cross-team Collaboration

Job description

JD for Salesforce Field Service Optimization (FSO) SME

Account: Charter/Spectrum
Project: WFM

Role: Salesforce Field Service Optimization (FSO) Subject Matter Expert
Experience: 1015+ Years (5+ Years in Salesforce Field Service)
Location: Bengaluru

Role Summary

We are seeking a Salesforce Field Service Optimization (FSO) SME to lead workforce scheduling, dispatch optimization, capacity planning, and service operations transformation initiatives. The ideal candidate will help maximize technician productivity, improve SLA compliance, reduce travel time, and drive adoption of Salesforce Field Service optimization capabilities.

Key Responsibilities

• Design and optimize scheduling policies, work rules, service objectives, and dispatch processes.
• Configure and manage Salesforce Field Service Optimization capabilities.
• Improve technician utilization, route efficiency, and first-time fix rates.
• Develop capacity planning and workforce forecasting models.
• Analyze operational KPIs and recommend continuous improvement initiatives.
• Collaborate with dispatchers, planners, field operations, and business stakeholders.
• Support UAT, training, and production rollout activities.

Required Skills

• Deep expertise in Salesforce Field Service Cloud and Field Service Optimization (FSO).
• Hands-on experience with Scheduling Policies, Work Rules, Service Objectives, Service Territories, and Dispatcher Console.
• Strong understanding of workforce planning, capacity management, dispatch operations, and route optimization.
• Experience with KPI reporting, analytics, forecasting, and operational performance measurement.
• Ability to work across business, operations, and technology teams in large-scale enterprise environments.

Key Deliverables

• Field Service Optimization Strategy & Roadmap
• Scheduling Policy and Work Rules Configuration
• Capacity Planning and Workforce Forecasting Models
• Service Territory Optimization Recommendations
• KPI Dashboards and Operational Performance ReportsOptimization Health Check Assessments
• Resource Utilization and Productivity Improvement Plans
• SLA Compliance and Service Performance Review Reports
• User Training Materials and Adoption Framework
• Continuous Improvement and Optimization Backlog

Preferred Certifications

• Salesforce Certified Field Service Consultant (Required)
• Salesforce Service Cloud Consultant
• Salesforce Administrator / Advanced Administrator
• CRM Analytics Consultant

Success Metrics

• Increased technician utilization and productivity.
• Improved SLA compliance and appointment completion rates.
• Reduced travel time and operational costs.
• Higher first-time fix rates and customer satisfaction.
• Optimized workforce capacity and resource allocation.

Role Level: Senior Consultant / Lead Consultant / SME

Preferred Industries: Utilities, Telecommunications, Manufacturing, Healthcare, Energy & Resources, and Asset-Intensive Industries.

Location: Bengaluru / Hybrid
Role: Salesforce Field Service Optimization (FSO) SME
Notice Period: Less than 15 Days Preferred