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Solution Engineer - Service Cloud and / or Field Service

Location

Ireland - Dublin

The Service Cloud and / or Field Service Solution Engineer is responsible for presenting our Service and/or Field Service  product offerings (the Service Cloud) and architecture in the best light to prospects and customers based on a customer’s specific business requirements. The successful candidate should bring experience that establishes credibility and maintain a presence / delivery that is confident and assured. The primary goal of our team members is to remove all technical objections related to Service Cloud in the sales cycle.

To accomplish this, the Solution Engineer must have a strong desire to leverage their technical and/or sales skills, including the ability to solicit business requirements, develop a technical sales strategy, configure and effectively demonstrate the solutions that address these requirements and provide business value.

The Solution Engineer will develop and manage programs designed to accelerate the growth of the Service Cloud and / or Field Service business in EMEA SMB. As such, the Service Cloud and / or Field Service  Solution Engineer will collaborate on cross functional initiatives and with other international teams to move the business forward.

Evangelize Salesforce Service Cloud and / or Field Service value to customers (including C- ­level execs and IT) and field teams

Assess business and operations impacted by technology

Deliver findings including key pain points, proposed solutions to meet business needs, and ROI where applicable

Contribute to the development of technical sales strategies

Configure and demonstrate value-based solutions in a way that closely reflects each customer's business (tailored demonstrations)

Discuss and propose solution architecture

Collaborate with Core Solution Engineers, Account Executives, and Product Management to deliver the appropriate solution and establish credibility and trust with the customer.

Execute enablement and pipe generation activities (Webinars, Best Practices, Knowledge Share, etc.)

Create, share and  maintain reusable assets (Video, Demos, RFP templates, …)

Curiosity and energy – ability to understand the customer’s true pain points and apply our value based selling methodology.

Appetite to learn in a fast innovative environment.

Deep functional understanding of call centre/contact centre operations and processes and / or Field Operation and processes

Knowledge of related applications, CRM, relational database, and web technology

Solid oral, written, presentation, collaboration, and interpersonal communication skills

Ability to work as part of a team to solve technical problems in varied environments

Application configuration experience (applied understanding of setups / configuration of to customer needs, work under tight deadlines, work independently, and a willingness to take ownership of problems Contact Center related technology CRM solutions)

Skills Desired

Understanding of the Service Cloud product suite and platform

Workflow / BPM / integration experience is an advantage

Past experience with one or more of the following CRM solutions: RightNOW, Microsoft, Siebel, Oracle on Demand, SAP, Pegasystems, Kana, ServiceNow...

Contact or call center-based applications experience is beneficial (Remedy, Clarify, Vantive, Aspect, Genesys, Avaya, Cisco, Interactive Intelligence, Verint, NICE...)

Field-service applications experience is nice to have (Oracle, SAP, Clicksoftware, ServiceMax, TOA, Nomadia Field Service))

Back-office / ERP system understanding – stock management, order management, accounts receivable / payables, collections, contracts (service), asset management is an advantage

Basic programming experience in HTML and other web based technologies is an advantage

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