ServiceMax Support
- Quinnox
- 9 - 14 years
- Mumbai
- 11 days ago
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Job Description
Overview:
Provide advanced (L3) production support, root cause analysis, complex defect resolution, and minor-to-medium enhancements for the ServiceMax Field Service Management platform integrated with Salesforce and enterprise applications.
Act as the highest technical escalation point for all ServiceMax-related issues.
Role & responsibilities :
L3 Incident & Problem Management
- Take ownership of P1/P2 incidents and drive resolution within SLA
- Perform deep technical troubleshooting and root cause analysis (RCA)
- Provide permanent fixes for recurring issues
- Analyse logs, debug code, and resolve data corruption issues
- Work with Salesforce, middleware, mobile, and ERP teams for cross-system defects
Complex Enhancements & Change Requests
- Design and implement medium-complexity enhancements
- Conduct impact analysis & effort estimation
- Ensure solution alignment with ServiceMax & Salesforce best practices
- Review L2 solutions and provide technical guidance
ServiceMax Technical Ownership
Support and enhance:
- Work order lifecycle
- Installed Products & Installed Base
- Entitlements & service contracts
- Preventive maintenance automation
- Advanced scheduling scenarios
- Parts & RMA / Depot repair process (if in scope)
Integration & Middleware Support
- Troubleshoot end-to-end integration failures
- Debug API payloads and orchestration issues
- Work with:
- MuleSoft / Boomi / REST/SOAP services
- Implement fixes for:
- Data sync issues
- Transaction failures
- Message reprocessing
ServiceMax Mobile & Offline
- Resolve advanced issues in:
- Offline sync conflicts
- Data replication
- Mobile performance
- Support mobile release cycles
Data & Release Management
- Perform complex data fixes using:
- SOQL/SOSL
- Data Loader / scripts
- Support:
- CI/CD deployments
- Code merge & version control
- Release validation & rollback strategy
Platform Stability & Continuous Improvement
- Identify performance bottlenecks and optimize
- Reduce ticket volume through structural fixes
- Define monitoring & alerting improvements
- Drive technical debt remediation
Technical Leadership
- Act as technical escalation point for L2
- Conduct code reviews
- Define development standards & best practices
- Create reusable frameworks/components
Required Technical Skills
ServiceMax (Deep expertise)
- ServiceMax data model & configuration
- Work orders & service execution
- Installed base & entitlements
- Preventive maintenance
- Advanced scheduling & dispatch
- Parts & returns management
Integration
Hands-on troubleshooting experience with:
- REST / SOAP APIs
- Middleware platforms (any one: MuleSoft / Dell Boomi etc.)
- Platform events / outbound messaging (good to have)
Data Handling
- Bulk data processing
- Data migration & correction strategies
- Archival approach (nice to have)
Functional Knowledge
Strong understanding of:
- Field service operations
- Technician lifecycle
- SLA & contract management
- Spare parts & logistics
- Depot repair (if applicable)
Experience
- 9+years total experience
- Experience in AMS / production support environment
- Experience handling P1/P2 incidents
Certifications (Preferred)
- ServiceMax Certified Administrator / Advanced
- Salesforce Platform Developer I / II
- Salesforce Administrator
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: OtherRole Category: OtherRole: OtherEmployement Type: Full timeContact Details:
Company: QuinnoxLocation(s): Mumbai
Keyskills: P3 Smax Rest/Soap Servicemax Production Support Soql Sosl Boomi Mulesoft
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