Salesforce Administrator (Sales & Service Cloud)

Company Description

Mission Critical Group (MCG) is an end-to-end power solutions and services provider that accelerates time-to-power and delivers scalable, resilient infrastructure for mission critical environments. By integrating engineering, manufacturing, modular deployment, and lifecycle services under one platform, we streamline execution and bring complex projects online faster - without compromising performance. With a robust U.S. manufacturing network, MCG supports data centers, power generation, healthcare, oil & gas, pharmaceuticals, semiconductors, and industrial facilities where uptime is non-negotiable. Mission Critical Group designs, manufactures and provides value-added services for customers requiring critical power solutions. Powering a new electric world for a brighter, more secure future.

Job Description

We are seeking a highly skilled Salesforce Administrator specializing in Sales Cloud and Service Cloud to support our manufacturing organization’s CRM strategy.

The Salesforce Administrator will manage and optimize the Salesforce platform to streamline our sales operations, channel partner management, and customer service processes — ensuring seamless alignment between our internal teams, distributors, and end customers.  This role plays a key part in digital transformation, enabling sales, service, and production teams to access accurate data, automate workflows, and enhance customer satisfaction across the full product lifecycle.

Key Responsibilities

Sales Cloud Administration (Manufacturing Focus):

- Configure and maintain lead, opportunity, and account management processes tailored to B2B manufacturing and distribution networks.

- Manage partner and dealer portals, ensuring smooth collaboration with distributors and resellers.

- Set up territory management, quoting, and forecasting tools for regional sales teams.

- Automate order tracking and opportunity-to-quote workflows integrated with ERP systems (e.g. SAGE, Dynamics etc.).

- Build custom dashboards for monitoring pipeline health, sales performance by product line, and margin analysis.

- Support Sales Cloud Einstein features to improve forecasting accuracy and sales insights.

Service Cloud Administration (After-Sales & Field Service Focus):

- Manage case management, warranty claims, and returns processes within Service Cloud.

- Configure Service Console, Entitlements, Milestones, and SLAs for technical support and service agents.

- Integrate with Field Service Lightning (FSL) to support field technicians, preventive maintenance scheduling, and asset tracking.

- Develop knowledge articles and self-service portals for distributors, dealers, and customers.

- Create CSAT dashboards and service performance reports to measure customer experience.

System Configuration & Optimization:

- Maintain Salesforce architecture, including objects, fields, workflows, and automation.

- Manage user profiles, roles, and permissions for sales, service, and operations teams.

- Ensure system scalability and alignment with evolving manufacturing processes.

- Implement Flows, Validation Rules, and Approval Processes to automate quote approvals, order submissions, and service escalations.

Data Management & Analytics:

- Maintain data accuracy across customer, product, and order records.

- Regularly perform data imports, updates, and deduplication using Data Loader or DemandTools.

- Integrate Salesforce with ERP, PLM, and supply chain systems to ensure real-time visibility.

- Develop reports to analyze sales cycles, production forecasts, warranty rates, and customer service trends.

Training, Support & Continuous Improvement:

- Provide daily support to sales and service users, ensuring optimal use of Salesforce tools.

- Develop user guides and conduct training for new features, processes, and best practices.

- Collaborate with cross-functional stakeholders — Sales, Marketing, Operations, Production, and IT — to gather feedback and implement improvements.

- Stay current with Salesforce releases and manufacturing-focused AppExchange solutions.

Qualifications

Education & Experience:

- Bachelor’s degree in Business Administration, Information Systems, Industrial Engineering, or a related field.

- 3–5 years of experience as a Salesforce Administrator, preferably within manufacturing, industrial, or B2B distribution environments.

- Proven experience managing Sales Cloud and Service Cloud in alignment with supply chain or ERP systems.

- Experience supporting multi-channel sales, dealer networks, or field service teams is highly preferred.

Technical Skills:

- Advanced proficiency in Sales Cloud and Service Cloud configuration.

- Experience with ERP and CRM integration (SAP, Oracle, NetSuite, or Microsoft Dynamics).

- Strong understanding of Salesforce automation tools: Flows, Process Builder, Approval Processes.

- Data management expertise using Data Loader, Reports, Dashboards, and SOQL queries.

- Familiarity with Manufacturing Cloud or related Salesforce Industry Solutions is a plus.

- Understanding of Field Service Lightning (FSL) configuration preferred.

Soft Skills:

- Strong analytical and problem-solving mindset.

- Excellent communication and stakeholder engagement skills.

- Detail-oriented with a focus on process efficiency and continuous improvement.

- Ability to balance technical work with strategic business priorities.

Certifications

Required:

- Salesforce Certified Administrator (ADM-201)

Preferred:

- Salesforce Certified Advanced Administrator (ADM-211)

- Salesforce Certified Sales Cloud Consultant

- Salesforce Certified Service Cloud Consultant

- Salesforce Certified Platform App Builder

Bonus / Industry-Related (Highly Desirable):

- Salesforce Certified Manufacturing Cloud Accredited Professional

- Salesforce Certified Field Service Consultant

- Salesforce Certified Business Analyst

- Trailhead Superbadges: Manufacturing Cloud Specialist, Sales Cloud Specialist, Service Cloud Specialist

Additional Information

A Note to our Recruitment Partners: We really appreciate the interest, but MCG currently manages hiring through our internal team. We love getting to know our candidates directly! Because of this, we don’t accept unsolicited resumes from agencies at this time. If we ever need an extra hand, we’ll be sure to reach out to the community. Thanks for understanding!

MCG is an equal opportunity employer prohibiting discrimination based on race, color, creed, religion, sex, marital status, physical or mental disability, and any other protected classes stated by applicable federal and state laws. MCG is committed to providing equal employment opportunities to qualified individuals with disabilities and to act in accordance with regulations and guidance issued by the Equal Employment Opportunity Commission (EEOC).

• Department: Information Technology
• Job Site: BRK1
• FLSA Status: Exempt