The Field Service Applications Specialist is responsible for the day-to-day administration, support and continuous improvement of Field Service Lightning (FSL) and associated Service systems. The role acts as the primary operational point of contact for technicians, Team Leaders and Field Service Managers, ensuring field technology is reliable, well supported and effectively adopted across the business. Leveraging practical field service experience, the position bridges Operations and Digital Transformation by providing user support, training, testing and release coordination while identifying opportunities to improve field productivity through technology.
What You'll Do
Maximise System Adoption and Field Productivity.
Ensure FSL and associated Service systems are reliable, well supported and effectively utilised to improve technician productivity and operational efficiency.
Deliver an Exceptional User Experience.
Provide responsive support, effective training and continuous improvement initiatives that enable field teams to confidently adopt new technology and ways of working.
- Act as the first point of contact for FSL and Service systems support across the business.
- Provide day-to-day support to technicians, Team Leaders and Field Service Managers.
- Administer Field Service Lightning (FSL) and related field applications.
- Deliver onboarding, user training and refresher sessions.
- Coordinate and support testing, releases and rollout activities.
- Manage communications relating to upgrades, outages and system changes.
- Maintain system documentation, user guides and knowledge articles.
- Gather feedback from field users and identify improvement opportunities.
- Support adoption of new functionality and digital ways of working.
- Act as the day-to-day operational owner of FSL while working closely with the Salesforce Product Manager - Service.
- Monitor user adoption, issue trends and user satisfaction.
- Build relationships across Operations, Product, IT and field leadership.
What We're Looking For
Proven Salesforce knowledge and experience, with a focus on Field Service.
Sound knowledge and proficiency in Microsoft Office products.
Familiarity with Electronic Gaming Machines is a plus.
Outstanding problem-solving skills and the ability to identify and implement improvements.
Strong communication abilities, capable of providing training and assistance to diverse teams.
Ambitious, diligent, and capable of working both independently and collaboratively.
Role Complexity
The Field Service Applications Specialist provides the operational link between field operations and the Service technology function. The role combines hands-on system administration, frontline user support and continuous improvement to maximise technology adoption and technician productivity while providing a career pathway for experienced field technicians into business systems and digital technology roles.
We offer a comprehensive pay and benefits package designed to stay competitive in the market, support your wellbeing, and recognise your contribution to our success. Our approach is underpinned by a pay-for-performance belief in rewarding individual impact. Your specific compensation package will be determined by factors such as your skills, experience, qualifications, and location.
Depending on your role and location, you may be eligible for annual bonuses and incentives, health and wellbeing benefits, paid time off, retirement plans, insurance coverage, and other local or statutory benefits.
Specific details about compensation and benefits for this position will be discussed during the recruitment process.
