Service Operations Specialist

Outset Medical Mexico; Tijuana; Presencial; MXN 915,000 - 1,283,000; Jornada completa

Descripción de la vacante

A healthcare technology company in Tijuana is seeking a professional to oversee Salesforce Service Cloud configurations and drive process improvements. Your responsibilities include managing work order generation, supporting field inventory, and developing training materials. The ideal candidate will have 3-5 years of experience in service operations, particularly with Salesforce Service Cloud. Excellent problem-solving and communication skills are essential for success in this role.

Formación

• 3 - 5+ years of experience in service operations, business analysis, or related role.
• Strong problem-solving, analytical, and project management skills.
• Knowledge of process improvement methodologies (e.g., Six Sigma, Lean) is a plus.

Responsabilidades

• Oversee Salesforce Service Cloud configurations.
• Generate batch work orders using SFDC Dataloader.
• Support field inventory management and administer inventory locations.
• Maintain reports and dashboards to track service performance.

Conocimientos

Problem-solving

Analytical skills

Project management

Interpersonal skills

Communication skills

Multitasking

Educación

Bachelor's degree in Business, IT, or related field

Herramientas

Salesforce Service Cloud

QAD ERP

MS Office

Descripción del empleo

Position Overview

Responsible for overseeing Salesforce Service Cloud configurations, facilitating data integrity between Salesforce and QAD, and driving process improvements to enhance service efficiency. Managing work order batch generation, supporting field inventory initiatives, developing training materials, and maintaining reports and dashboards to track service performance. Experience in service operations, business analysis, or process improvement—particularly in hands‑on experience with Salesforce Service Cloud and familiarity with QAD ERP are preferred, along with a background in process improvement methodologies.

Job Functions

• Generate batch work orders using SFDC Dataloader as needed.
• Support field inventory management and administer inventory locations.
• Develop and maintain Salesforce training materials and work instructions for service and support staff.
• Work with training team to implement SFDC training program.
• Act as a liaison between SFDC, QAD development teams, and service/support teams to represent business needs.
• Collaborate with supply chain and service logistics to manage QAD-SFDC interactions.
• Maintain company assets required for job functions.
• Ensure data accuracy and integrity between Salesforce and QAD in coordination with IT and business users.
• Create and maintain reports and dashboards to track service performance, KPIs, and compliance.
• Support data migration, cleansing, and integration initiatives.
• Gather and document business requirements from service teams and identify process improvement opportunities.
• Develop process maps, workflows, and functional specifications to enhance efficiency.
• Customize, configure, and maintain Salesforce to support service operations.
• Manage user roles, permissions, security settings, and compliance reporting.
• Support audits and regulatory compliance efforts.

Requirements & Skills

• Bachelor’s degree in Business, IT, or a related field.
• 3 - 5+ years of experience in service operations, business analysis, or a related role, preferably in a regulated industry (medical device, healthcare, etc.).
• Strong problem‑solving, analytical, and project management skills.
• Ability to translate business needs into system solutions and recommend process improvements.
• Excellent interpersonal, written, and verbal communication skills.
• Self‑starter with strong prioritization and multitasking abilities.
• Experience establishing customer relationships to ensure quality service and on‑time delivery.
• Knowledge of process improvement methodologies (e.g., Six Sigma, Lean) is a plus.
• Experience delivering training is a plus.

Technical Skills

• Proficiency in MS Office (Excel, Word, Teams, etc.).
• Hands‑on experience with Salesforce Service Cloud, including report/dashboard creation (certifications preferred).
• Experience with QAD ERP (knowledge of service modules is a plus).