Salesforce Administrator

Salesforce Administrator

Role Overview

The Salesforce Administrator is responsible for administering, optimizing, and continuously improving Greenwood Industries’ Salesforce platform across Sales Cloud, Service Cloud, and Salesforce Field Service (FSL). This role ensures the CRM operates as the central system of record for the organization, supporting sales, service operations, field teams, and executive reporting.

The Administrator will manage system configuration, user access, data governance, and platform enhancements while working closely with sales leadership, service operations, field teams, and executive stakeholders to align Salesforce capabilities with business objectives.

As Greenwood Industries continues to grow through acquisitions and national expansion, this role will play a critical part in ensuring newly integrated branches adopt standardized CRM processes, workflows, and reporting structures. The Salesforce Administrator will support scalable system architecture, user adoption, and operational visibility across all divisions.

Key Responsibilities

Salesforce Platform Administration

• Administer and maintain Salesforce including user setup, profiles, roles, permission sets, and security controls
• Configure and manage custom objects, fields, page layouts, record types, validation rules, and automation using Flow Builder
• Maintain system reliability, performance, and configuration standards
• Support ongoing system improvements and ensure alignment with Salesforce best practices
• Manage sandbox environments and support controlled testing and release management

Sales Cloud \& Revenue Operations Support

• Administer and maintain Salesforce Sales Cloud to support opportunity management, pipeline tracking, and forecasting
• Ensure CRM workflows align with established sales processes and reporting standards
• Support sales leadership with dashboards, forecasting visibility, and pipeline analytics
• Maintain data integrity across accounts, opportunities, contacts, and sales activities
• Support sales team adoption of CRM processes including opportunity tracking, account management, and forecasting discipline

Service Cloud \& Service Operations Support

• Administer Service Cloud functionality including case management, assignment rules, escalation processes, and service workflows
• Support service teams with ticket management, customer support processes, and service reporting
• Ensure service workflows align with operational procedures and service delivery standards
• Maintain visibility into service activity, issue resolution, and service performance metrics

Salesforce Field Service (FSL) Administration

• Administer Salesforce Field Service to support field operations and service delivery
• Configure and maintain Work Orders, Service Appointments, Service Resources, Skills, Scheduling Policies, and Dispatcher Console
• Collaborate with service leadership, dispatch teams, and field operations to improve scheduling efficiency and technician routing
• Support mobile field service workflows to ensure field teams can operate effectively from the Salesforce mobile platform
• Optimize dispatch and scheduling configurations to improve technician utilization and response times

Reporting, Dashboards \& Performance Visibility

• Develop and maintain dashboards and reports supporting KPIs across sales, service, and field operations
• Provide executive-level reporting visibility for pipeline performance, service activity, inspection activity, and operational outcomes
• Support leadership teams with data analysis and reporting that informs operational and strategic decision-making
• Maintain standardized reporting structures across regions and branches

Data Governance \& System Integrity

• Ensure data quality through routine audits, validation rules, and data governance best practices
• Implement deduplication processes and maintain clean data across accounts, contacts, opportunities, and service records
• Monitor system usage and data entry standards to ensure accurate reporting and forecasting
• Establish standards for CRM documentation and workflow compliance across all teams

System Integrations \& Technology Coordination

• Evaluate, configure, and maintain integrations between Salesforce and third-party platforms
• Support integrations with accounting systems, field service tools, inspection software, and other operational platforms
• Collaborate with internal IT teams and external vendors on system architecture and integration strategy
• Maintain AppExchange applications and ensure compatibility with system upgrades

User Training \& Adoption

• Provide end-user support across the organization for Salesforce functionality and troubleshooting
• Develop documentation, training materials, and onboarding resources for new CRM users
• Conduct training sessions for sales teams, service teams, and administrative staff
• Promote consistent system adoption and ensure users understand established processes and workflows

Continuous Improvement \& Platform Evolution

• Evaluate Salesforce releases, new features, and platform updates to identify improvement opportunities
• Recommend enhancements that improve efficiency, visibility, and operational performance
• Partner with leadership to align CRM capabilities with evolving business processes and company growth initiatives
• Support system scalability as Greenwood Industries expands into new regions and integrates newly acquired companies

Qualifications

• Salesforce Certified Administrator (ADM-201)
• 3\+ years of Salesforce administration experience
• Hands-on experience with Salesforce Sales Cloud, Service Cloud, and Salesforce Field Service (FSL)
• Strong understanding of Salesforce security models, automation tools, and reporting capabilities
• Experience supporting mobile field service operations and dispatch workflows
• Strong analytical and problem-solving skills
• Experience translating business requirements into technical CRM solutions
• Excellent communication and stakeholder management abilities
• Detail-oriented with strong organizational and documentation skills
• Ability to manage multiple priorities in a fast-paced, growth-oriented environment

Preferred Qualifications

• Salesforce Certified Advanced Administrator or Salesforce Field Service Consultant certification
• Experience managing system integrations, middleware, or API-based connections
• Experience supporting field service-driven industries such as construction, building services, utilities, or manufacturing
• Experience implementing CRM platforms during company growth or system migrations
• Experience developing training materials and leading system adoption initiatives