Position Overview

The Service Operations Specialist plays a critical role in optimizing and supporting service operations by managing key processes, systems, and data integrations. This position is responsible for overseeing Salesforce Service Cloud configurations, facilitating data integrity between Salesforce and QAD, and driving process improvements to enhance service efficiency. The specialist will collaborate closely with cross-functional teams, including IT, supply chain, service logistics, and business stakeholders, to ensure seamless system interactions and operational effectiveness.

Key responsibilities include managing work order batch generation, supporting field inventory initiatives, developing training materials, and maintaining reports and dashboards to track service performance. The ideal candidate is a proactive problem solver with strong analytical, communication, and project management skills, capable of translating business needs into system solutions. Experience in service operations, business analysis, or process improvement—particularly in regulated industries such as medical devices or healthcare—is highly desirable.

This role requires a combination of technical expertise, attention to detail, and the ability to work cross-functionally to drive efficiencies and support business objectives. Hands-on experience with Salesforce Service Cloud and familiarity with QAD ERP are preferred, along with a background in process improvement methodologies.

 

Job Functions

Responsibilities:

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).