Salesforce Product Owner (Service Cloud + Field Service Lightning - FSL)

About this role

Salesforce Product Owner (Service Cloud and Field Service Lightning exp (FSL))

Remote (US/Canada)

FTE Preferred or CTH

Position Summary
As the Salesforce Product Owner, you will support the vision and roadmap for customer's service delivery ecosystem. You will be the primary liaison between business stakeholders (Customer Success, Lab Operations, Field Engineers) and the technical development team. Your mission is to ensure a seamless "Lead-to-Lab" experience by optimizing Service Cloud for case intake and Salesforce Field Service (SFS) for the execution of on-site technical work.

Key Responsibilities

• **Product Vision & Roadmap**: Define and communicate a unified roadmap that integrates standard case management with field service work types and service appointments.
• **Backlog Management**: Own the end-to-end lifecycle of the product backlog-including grooming, prioritization using frameworks like MoSCoW, and defining clear "Definition of Done" for the engineering team.
• **Process Optimization**: Lead discovery sessions to map complex business processes, specifically the hand-off points where a **Support Case** converts into a **Field Work Order**.
• **Stakeholder Management**: Act as the "voice of the customer" for both internal lab managers and external partner sites to ensure the platform meets real-world operational needs.
• **Solution Alignment**: Work with architects to decide between standard configurations and custom Apex/Flow solutions to maintain platform scalability and data integrity.
• **Analytics & KPIs**: Define and track success metrics such as Case Resolution Time, First-Time Fix Rate, and Field Technician Utilization.
• **Specialized Field Service Focus** - "Field Service as a Case Type" requirement:

Hybrid Case & Field Execution Management

• **Case-to-Work Order Architecture:** Own the logic and automation that converts specific **Case Record Types**(e.g., Authorized Site Support, Instrument Calibration...