Salesforce Product Owner (with Service Cloud and Field Service Lightning)

As the Salesforce Product Owner, you will support the vision and roadmap for customer’s service delivery ecosystem. You will be the primary liaison between business stakeholders (Customer Success, Lab Operations, Field Engineers) and the technical development team. Your mission is to ensure a seamless "Lead-to-Lab" experience by optimizing Service Cloud for case intake and Salesforce Field Service (SFS) for the execution of on-site technical work.

Key Responsibilities

• Product Vision & Roadmap: Define and communicate a unified roadmap that integrates standard case management with field service work types and service appointments.
• Backlog Management: Own the end-to-end lifecycle of the product backlog—including grooming, prioritization using frameworks like MoSCoW, and defining clear "Definition of Done" for the engineering team.
• Process Optimization: Lead discovery sessions to map complex business processes, specifically the hand-off points where a Support Case converts into a Field Work Order.
• Stakeholder Management: Act as the "voice of the customer" for both internal lab managers and external partner sites to ensure the platform meets real-world operational needs.
• Solution Alignment: Work with architects to decide between standard configurations and custom Apex/Flow solutions to maintain platform scalability and data integrity.
• Analytics & KPIs: Define and track success metrics such as Case Resolution Time, First-Time Fix Rate, and Field Technician Utilization.
• Specialized Field Service Focus - "Field Service as a Case Type" requirement:

Hybrid Case & Field Execution Management

• Case-to-Work Order Architecture: Own the logic and automation that converts specific Case Record Types(e.g., Authorized Site Support, Instrument Calibration) into Field Service Work Orders.
• Technical Service Catalog: Define and maintain "Work Types" and "Service Territory" logic specifically for specialized lab environments and clinical site visits.
• Cross-Functional Sync: Ensure that data captured during field execution (e.g., site checklists, equipment serials) flows back into the parent Case to provide a 360-degree view for the Project Management and Lab teams.
• On-Site Mobile UX: Optimize the Salesforce Mobile experience for Field Application Specialists to ensure they can document high-complexity technical work in low-connectivity lab environments

Qualifications & Skills

• Experience: 5+ years of experience as a Salesforce Product Owner or Business Analyst, specifically within Service Cloud and Field Service (FSL/SFS).
• Domain Expertise: Deep understanding of Case Management (OMNI-channel, Entitlements) and Field Service execution (Work Orders, Service Appointments, Resource Scheduling).
• Agile Proficiency: Proven experience leading Agile ceremonies, writing high-quality User Stories, and managing sprints in tools like Jira.
• Technical Acumen: Familiarity with the Salesforce object model and the ability to translate business requirements into technical functional specifications.
• Logic-Driven Routing: Experience designing complex Flows that differentiate a "Remote Support Case" from a "Field Service Execution Case" based on product or site metadata.
• Asset Management: Proficiency in linking Salesforce Assets to both Cases and Work Orders to track the maintenance history of specific lab instruments or SomaScan kits.
• Entitlement Mapping: Ability to manage Service Level Agreements (SLAs) that bridge the gap between initial customer contact (Case) and physical arrival on-site (Service Appointment).
• Certifications (Preferred):
• Salesforce Certified Administrator
• Salesforce Certified Service Cloud Consultant
• Salesforce Certified Field Service Consultant
• Certified Scrum Product Owner (CSPO)