Salesforce Product Leader / Manager (Sales & Service IT – Manufacturing)

Location: Hybrid / Remote

Department: Technology / Digital Operations

Reports to: Sr. Director of IT

Role Overview

We are seeking a highly skilled Salesforce Product Leader/Manager to own, evolve, and optimize our Salesforce Sales & Service ecosystem. This role blends product leadership, systems strategy, stakeholder management, and hands-on solution design. You will act as the bridge between business strategy and technology execution, ensuring Salesforce capabilities accelerate revenue growth, operational efficiency, and customer experience excellence. This role is pivotal in supporting our end-to-end manufacturing lifecycle, from quoting and order management to service delivery, warranty processes, and installed-base management.

The ideal candidate brings deep Salesforce platform knowledge (Sales Cloud, Service Cloud, Experience Cloud, CPQ ideally), experience managing product roadmaps, and a proven ability to partner with Sales, Customer Success, Operations, Marketing, and IT teams to deliver high-impact solutions.

Key Responsibilities

Product Strategy & Ownership

• Own the Salesforce roadmap specific to manufacturing sales, service, and operations requirements.

• Align Salesforce capabilities with the manufacturing value chain, including quoting (CPQ), order fulfillment, aftermarket service, and asset lifecycle management.

• Convert manufacturing business requirements into clear user stories and structured solution designs.

• Ensure best-in-class platform governance, data quality, and system scalability to support growth and diversified product lines.

Stakeholder & Cross-Functional Leadership

• Partner with Sales, Engineering, Production, Aftermarket Service, Warranty teams, Supply Chain, and Finance to define system needs and priorities.

• Facilitate cross-functional workshops to map manufacturing-specific processes (e.g., BOM-driven quoting, job costing, warranty claims).

• Act as the Salesforce subject matter expert supporting adoption, training, and change management across manufacturing facilities and field service operations.

• Serve as the primary liaison with external Salesforce consultants/partners and internal development teams.

Solution Design & Delivery

• Lead solution design that supports manufacturing-specific processes such as:

o Configure Price Quote (CPQ) for complex, configurable products

o Dealer and distributor management

o Field service work orders, scheduling, labor tracking, parts usage

o Warranty registration and claims handling

o Installed base and asset lifecycle tracking

• Own backlog prioritization, sprint planning, QA, and release management.

• Ensure reliable integration between Salesforce and key manufacturing systems (ERP, MES, PLM, telephony, customer portals, IoT/connected devices).

• Maintain secure, compliant data structures and workflows to support operational traceability and regulatory requirements.

Manufacturing Process Enablement

• Map and optimize the full sales-to-service lifecycle for manufactured goods, including:

o Lead-to-order processes that incorporate engineering inputs

o Opportunity management with configurable product structures

o BOM-driven quoting and automated pricing logic

o Order fulfillment visibility (supply chain, production status)

o Field Service scheduling and dispatch for repairs, installations, and preventive maintenance

o Warranty tracking and claims resolution

o Parts inventory integration and service part availability

• Develop and scale customer and dealer portals for order tracking, service scheduling, and product documentation access.

Analytics, Insights & Performance Management

• Build actionable dashboards for:

o Demand forecasting and pipeline visibility

o Sales performance by product line, region, distributor

o Service KPIs (response times, technician utilization, first-time fix rates)

o Warranty cost trends and recurring product issues

o Installed-base analytics for upsell, retrofits, and consumables

• Partner with Operations and Finance to align Salesforce reporting with ERP data.

• Monitor platform usage and adoption, driving continuous improvement initiatives.

Skills & Experience Required

Manufacturing & Business Experience

• 3–5+ years working in manufacturing or industrial environments supporting sales, service, or engineering functions.

• Deep understanding of manufacturing-specific workflows: quoting, job costing, production planning, field service, warranty, engineering change processes.

• Experience collaborating with production sites, field technicians, distributors, and engineering teams.

Salesforce Expertise

• 5+ years working with Sales Cloud and/or Service Cloud.

• Strong experience designing solutions for manufacturing use cases (CPQ, Field Service, Asset Management, etc.).

• Ability to translate complex product structures (BOMs, configurable options) into Salesforce data models.

• Experience integrating Salesforce with ERP platforms such as SAP, Oracle, Infor, Epicor, or Microsoft Dynamics.

Leadership & Product Management Skills

• Proven experience owning a product roadmap and driving enterprise-scale improvements.

• Strong communication skills with the ability to align leadership, operations, and field teams.

• Experience running Agile ceremonies and managing technical delivery teams.

• Demonstrated ability to drive change in environments with legacy systems and production constraints.

Preferred Certifications

• Salesforce Administrator

• Salesforce Sales Cloud Consultant

• Salesforce Service Cloud Consultant

• Salesforce CPQ Specialist (highly preferred in manufacturing)

• Salesforce Field Service Certification (preferred)

• Agile or Scrum Product Owner Certification