Senior CRM & Field Service Operations Manager

RIZ Consulting

Posted Apr 03, 2025 218 views Report Job

PKR. 175,000 - 200,000/Month

Purpose:

The Senior CRM & Field Service Operations Manager will be responsible for the configuration, administration, and optimization of our CRM and field service management platforms. This individual will ensure seamless scheduling, asset tracking, reporting, and communication between engineers, clients, and internal teams. A strong technical skillset combined with operational knowledge of service workflows is essential.

Key Responsibilities:

CRM & Service System Management

Administer and continuously improve the company’s CRM and field service platforms (e.g., simPRO, ServiceM8, Salesforce Field Service, etc.)
Manage user roles, permissions, automations, workflows, and system integrations
Ensure service requests, PPM schedules, emergency calls, and work orders are efficiently logged, scheduled, and resolved

Scheduling & Dispatching Support

Oversee the scheduling engine and dispatch process to optimise engineer productivity and reduce response times
Monitor live job statuses and engineer capacity in real time
Collaborate with service desk staff to resolve scheduling conflicts and maximize job coverage

Data Management & Reporting

Maintain accurate client, site, asset, and service data across all platforms
Generate, analyse, and present reports on KPIs, SLAs, first-time fix rates, asset performance, and engineer utilisation
Identify gaps and recommend process or system improvements

System Integration & Projects

Lead or support system upgrade projects, new software rollouts, and cross-system integrations (e.g., finance, inventory, client portals)
Coordinate with IT teams or external vendors for technical issues and customisations

Team & Stakeholder Support

Train engineers and office staff on system features and best practices
Act as the go-to expert for all CRM/service system-related queries
Collaborate with management to align service delivery strategy with CRM capabilities

CRM/ Field Service Platforms

Vendor- specific certifications for CRM
simPRO Certified Consultant/ Admin
Salesforce Administrator or Field Service Lightning Certification
Microsoft Dynamics 365 CRM Certification
ServiceNow Certified System Administator
Joblogic
Service Channel

Project & IT Management

ITIL Foundation Certification for service management understanding
PRINCE2 Foundation/ Practitioner or Agile PM for project work and upgrades

Industry Knowledge

Understanding of HVAC or Refrigeration systems and service workflows
Familiarity with PPM schedules, asset lifecycles, compliance, and reactive maintenance workflows

Skills

Inventory System Handling Field Service Plateform (simPRO Joblogic) Hvac FM Industries Hands-on Problem Solving Strong Analytics Power BI Reporting Tools Dashboard Tools Mobile Engineer Apps Interpersonal Skills Integrating CRM Refrigeration Industry Workflows MS Office SQL PPM Schedule Asset Life Cycle Management Compliance Reactive Maintenance Workflows Agility

Job Details

Industry:

Consultants

Functional Area:

Field Operations

Total Positions:

1 Post

Job Shift:

First Shift (Day)

Job Type:

Contract

Job Location:

Lahore, Pakistan

Gender:

No Preference

Minimum Education:

Diploma

Degree Title:

Level 3 Diploma or equivalent in BBA, IT, or a related field. Preferably Bachelor's degree in IT, BBA, Operations Management, or Engineering

Career Level:

Experienced Professional

Minimum Experience:

3 Years (Minimum 3 years of experience in CRM and/ or service software administration (preferably in HVAC/ Refrigeration or FM industries)

Apply Before:

Apr 21, 2025

Posting Date:

Apr 03, 2025

RIZ Consulting

Consultants · 51-100 employees - Lahore

RIZ Consulting is a boutique management consulting and training firm established in 1993, headquartered in Islamabad, Pakistan. We work with both local and multinational clients on interventions ranging from strategic steering, operations management, facility management, institutional development, communications, capacity building, project/ financial management, facilitating off-sites/ retreats and research services. As an organization, we use modern management theories and tools, combined with practical experiences in our interventions, offering an integrated approach to organizational development that is aligned with wider organizational strategies and change management processes. We also strive to institutionalize 'gender-responsiveness' as a cross cutting theme across all our projects.