Job Description

Join Wipro Technologies as a Senior Salesforce Field Service Lightning (FSL) Developer and become a pivotal contributor in advancing our service management capabilities. This role is tailored for a seasoned professional ready to architect and deliver innovative, scalable solutions using Salesforce Field Service Lightning, integrating complex scheduling, dispatch, and mobile workforce consolidation strategies that enhance operational efficiency for our clients across diverse industries.

Preferred Qualifications and Experience:

• Minimum 5 years of Salesforce platform experience with at least 3 years dedicated to Salesforce Field Service Lightning implementations.

• Demonstrated hands-on expertise with FSL configuration and development including territories, optimization engines, work orders, warranty management, and mobile offline capabilities.

• Advanced mastery of Salesforce declarative automation and data modelling complemented by strong Apex and LWC programming skills.

• Proven experience working within Agile development frameworks and utilizing DevOps tools like Git and Salesforce DevOps Center.

• Recognized Salesforce certifications such as Field Service Consultant, Platform Developer II, Administrator, and App Builder are highly valued.

• Capability to communicate complex functional and technical concepts effectively to technical and non-technical stakeholders including executive leadership.

• Strong problem-solving aptitude with a meticulous attention to detail and commitment to delivering excellence.

• Proven leadership skills fostering team collaboration, mentoring, and adherence to best practices.

• Experience with additional Salesforce clouds such as Sales, Service, and Experience Cloud and middleware integrations using Mule Soft is desirable.

• Understanding of service operation metrics and the ability to present insights through impactful executive storytelling.

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Responsibilities: Operational Oversight & Process Support

• Monitor and support daily performance by auditing transaction data against key performance indicators

• Analyze performance dashboards and team metrics to identify improvement opportunities

• Provide technical assistance and process guidance to support teams to enhance efficiency and quality

• Record and document all client queries, resolution steps, and outcomes to build a knowledge base and reduce recurring issues

• Ensure adherence to standard operating procedures for resolving client requests within defined service levels

• Resolve client issues promptly in line with contractual service level agreements (SLAs) to maintain high customer satisfaction

• Facilitate team understanding of service and product offerings to improve consultation quality and troubleshooting effectiveness

• Analyze call logs and client interactions to detect common patterns and proactively prevent recurring problems

• Identify potential risk areas and escalate critical client issues to leadership when necessary to enable swift resolution

• Guarantee all client communications are comprehensive and compliant with product information and service disclosures

• Maintain compliance with contractual obligations to avoid legal challenges and uphold service agreements

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• Technical Escalation Management and Client Support

• Diagnose and resolve complex technical queries ensuring compliance with SLA and quality benchmarks

• Escalate unresolved technical challenges timely to appropriate technical administrators or senior engineering staff

• Provide structured product support and guide clients through step-by-step troubleshooting processes with clarity and professionalism

• Handle all client interactions courteously and effectively to maintain strong customer relationships

• Recommend alternative solutions when appropriate to retain client business and improve satisfaction

• Communicate ideas clearly in oral presentations tailored to varied audience needs and situational contexts

• Execute scheduled follow-ups with customers to capture feedback and ensure contractual obligations are met

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• Capability Development and Team Excellence

• Lead development initiatives aimed at enhancing technical capabilities of production specialists and support teams

• Identify skill gaps through comprehensive assessment and organize targeted training sessions and triage programs

• Design, develop, and deliver product-specific training to keep teams updated on latest features and improvements

• Communicate training plans and progress transparently with clients to align expectations and objectives

• Engage in continuous learning to maintain up-to-date expertise in product lines and industry best practices

• Encourage personal growth by facilitating access to relevant training and development opportunities as per client requirements

• Document recurring challenges and develop actionable guidance and troubleshooting protocols for team use

• Promote knowledge sharing and professional networking to foster a culture of learning and operational excellence

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Performance Delivery Metrics:

No Performance Parameter Measurement Criteria1Process Efficiency Number of cases resolved per day, compliance with process and quality standards, adherence to SLAs, customer feedback, and customer satisfaction indexes (NSAT/ESAT).2Team Management Monitoring productivity, efficiency metrics, team attendance, and initiatives to foster a motivated team environment.3Capability Development Completion of training triages, evaluation through technical proficiency tests, and continuous professional development engagement.
These metrics provide a transparent framework for monitoring performance and ensuring continuous improvement aligned with Wipro’s commitment to excellence and client satisfaction. The incumbent will be empowered to utilize these indicators to drive impactful decisions and foster a culture of operational success.