Global Process Owner - Service
Particle Measuring Systems

Job Info

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Do you want to be part of a business that genuinely values entrepreneurialism, innovation and individual accountability? We focus on our customers and are proud of the difference our technology makes. We partner with some of the biggest manufacturing companies in the world and our technical innovations are used to enhance well-known brands across multiple industries.

Global Process Owner - Service Boulder, CO

Particle Measuring Systems (PMS) sets the standard for cleanroom contamination monitoring. With more than 60 patents, we create the technology that enables our customers to make fact-based decisions, improve process yields and comply with ever-changing regulatory requirements.

The Role

We are seeking an experienced and strategic Global Process Owner (GPO) - Service to lead the development, implementation, and optimization of front-end processes within our Salesforce Service Cloud platform as well as the integration with our ERP system. This role is crucial in enhancing customer interactions and ensuring exceptional service delivery globally. You will collaborate with cross-functional teams and Global Process Owners to drive initiatives that improve customer satisfaction, streamline processes, and leverage technology effectively.

Key Responsibilities:

• Process Ownership: Own the end-to-end Service processes supported by Salesforce Service Cloud and the ERP system, ensuring alignment with global processes, best practices and customer needs.
  
• Strategy Development: Collaborate with Service Leadership to define and implement a Service strategy that leverages Salesforce Service Cloud technologies and S4 Hana platform to enhance user experiences and operational efficiency.
  
• Stakeholder Collaboration: Work closely with IT, product management, and service teams to develop and refine front-end Salesforce Service Cloud functionalities, ensuring they meet business requirements.
  
• Data Support: Supporting role in cleansing and data alignment for Service specific data. Working closely with all GPOs to ensure data quality levels support smooth operations of Service cloud as well as S4 Hana.
  
• Performance Monitoring: Establish KPIs and performance metrics to measure the effectiveness of the front-end global processes in Salesforce Service Cloud and the integration with S4 Hana, conducting regular analysis and reporting to stakeholders.
  
• Continuous Improvement: Utilize customer feedback and performance data to identify areas for improvement, driving initiatives that enhance service delivery.
  
• Training and Support: Develop training programs and materials for customer service staff on front-end processes and Salesforce Service Cloud tools, ensuring a smooth transition and ongoing support for end-users.
  
• Change Management: Lead change management efforts for business adoption of the current and new service cloud development implementations, ensuring buy-in from all relevant stakeholders.
  

Job Qualifications:

• Bachelor's degree in business administration, Information Technology, or a related field.
  

• Minimum of 3-5 years of experience in Service Process management, with a strong emphasis on Salesforce Service Cloud or similar platforms.
  
• Proven experience in managing global service operations and process optimization.
  
• Strong analytical skills with the ability to interpret data and make data-driven decisions.
  
• Excellent communication and interpersonal skills, with a focus on collaboration and stakeholder engagement.
  
• Familiarity with service technologies and front-end solutions (e.g., Salesforce Service Cloud, Salesforce Field Service Lightning).
  
• Project management experience is a plus, with relevant certifications preferred (e.g., PMP, Six Sigma).
  

The Details

Location - This is a hybrid position with an estimate of 10% - 20% in the office and the remainder remote. Our corporate office location in Boulder, CO with an anticipated office move to Niwot, CO in 2025. These percentages are targets with the actual schedule to be determined in conjunction with the Manager's expectations for the position and training requirements.

2025 Benefits At-a-Glance

Our benefit package is provided through our parent company, Spectris.

• Medical
  
• Dental
  
• Vision
  
• 401(k)
  
• Flexible Spending Account
  
• Onsite Wellness Clinic (Colorado Employees)
  

Pay Range

$75000 - 116000 depending upon experience

How we determine what we pay (compensation philosophy)

Particle Measuring Systems determines pay for positions using local, national, and industry-specific survey data, for the Boulder, Colorado area. We will evaluate external equity, which is the relative marketplace job worth of jobs directly comparable to jobs within our company.

For new hires, we make competitive offers between the minimum and the midpoint of the range. There may be times when we will offer above the midpoint. The decision to do so will be based on the applicant's level of experience, education, and specialized knowledge and skills. Additionally, we consider the external market rate, the amount we have budgeted internally, and the compensation rates of the employees within the company doing the same position.

Particle Measuring Systems is proud to be an Equal Opportunity Employer.

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