Tech Lead Salesforce Service | Field Service

ID da Requisição: 70769 Sobre a Whirlpool Corporation Whirlpool Corporation (NYSE: WHR) Ser a melhor empresa de eletrodomésticos, melhorando continuamente a vida em casa. Como a única grande fabricante de eletrodomésticos para cozinha e lavanderia dos EUA, a empresa está impulsionando inovações significativas para atender às crescentes necessidades dos consumidores, por meio do portfólio de marcas icônicas, incluindo Whirlpool, KitchenAid, JennAir, Maytag, Amana, Brastemp, Consul e InSinkErator. Em 2024, a empresa registrou aproximadamente US$17 bilhões em vendas anuais – quase 90% delas nas Américas – 44.000 colaboradores e 40 centros de pesquisa de tecnologia e manufatura. Informações adicionais sobre a empresa podem ser encontradas em WhirlpoolCorp.com. ## The team you will be a part of You will join a dedicated, multidisciplinary technical team from IT structure in LAR. This team is responsible for the Salesforce Service Cloud and Field Service Cloud to enable Manufacturing Industry capabilities for Consumer Services area. ## This role in summary The purpose of this role is to act as the technical lead for Salesforce Service and Field Service Cloud, driving the architecture, governance, and seamless implementation of digital customer care and field operations within the manufacturing domain. The primary priorities and expected outcomes focus on delivering scalable platform solutions to transform service levels, manage partner execution, and achieve strategic improvements across consumer service KPIs. ## Your responsibilities will include * Lead the technical and functional architecture for Salesforce Service Cloud and Field Service Cloud solutions under the project's scope. * Oversee and optimize core customer service configurations, including case management, SLAs, intelligent omnichannel routing, and digital channel integrations (such as Chat and Email). * Architect and support digital field operations, optimizing partner networks, service appointments, and real-time mobile execution. * Design and govern complex integrations between Salesforce and core enterprise backend systems (including corporate ERPs, e-commerce systems, and external customer channels) using enterprise API management standards. * Ensure data structure quality and alignment with the company’s comprehensive Customer 360 strategy, establishing clear naming conventions and data governance practices. * Enforce robust security controls, including role-based access control (RBAC) and enterprise authentication protocols across integration pipelines. * Drive operational efficiency through automated workflows, macro development, and structured knowledge base management. * Govern pipelines CI/CD from Salesforce products ensuring optimized and quality deploys and deliverables following best practices for global architecture. ## Minimum requirements * Education: Bachelor’s degree in Computer Science, Computer Engineering, Systems Analysis, or a related technology field. * Experience / Technical Knowledge: Proven senior-level or tech lead experience in end-to-end implementations, solution design, and architectural governance of Salesforce Service Cloud and Field Service Cloud. * Advanced English to drive and manage global alignments, forums and meetings related to architecture, software engineering and security and privacy standards. ## Preferred skills and experiences * Certifications: Active official Salesforce certifications (e.g., Service Cloud Consultant, Field Service Consultant, or Advanced Administrator). * Industry Expertise: Experience in the Manufacturing sector, with a conceptual understanding of parts catalogs, inventory management, and warranty claim lifecycles. * Integration & Cloud Ecosystems: Conceptual familiarity with enterprise cloud data platforms, data warehouse environments, API gateways, and corporate single sign-on (SSO) solutions. ## What we offer _Flexible schedule _"No dress code". _Gympass; _Transportation voucher, Shuttle buses or Free parking at the company; _Food voucher; _Meal on site; _Benefits such as payment-deducted or social loans, health plan, dental plan, life insurance, and private pension plan compatible with the market; _Employee Support Program, with 24-hour assistance from legal, social, financial, social workers, and psychologists; _Daycare assistance or Nursery at the company; _Services available on-site: beauty and aesthetics salon, internal bank agency, laundry, cafeteria, restaurant, and lactation room; _Two weeks of remote work from anywhere; _After 5 years with the company, eligible employees can take four weeks of paid leave; _Discount on products through Compra Certa. _Discount on insurance (pet, auto, home, bike, travel, and more) _Extended maternity/paternity leave Learn more at https://www.whirlpoolcareers.com/trabalhe-conosco-no-brasil/ Conecte-se conosco e saiba mais sobre a Whirlpool Corporation Veja como é trabalhar na Whirlpool visitando o site Whirlpool Careers. Informações adicionais sobre a empresa podem ser encontradas no Facebook, Twitter, LinkedIn, Instagram e YouTube. A Whirlpool Corporation está comprometida com oportunidades iguais de emprego e proíbe qualquer discriminação com base em raça ou etnia, religião, sexo, gravidez, expressão ou identidade de gênero, orientação sexual, idade, deficência física ou intelectual ou qualquer outra condição protegida por lei.