Position Description

Job Title: Microsoft D365 Field Service Training and Systems Analyst

Reports To: Sr. Project Manager

FLSA Status: Exempt

Location: Shared Services Office, Irving, TX
Summary:

The Systems Administrator for Field Service Software is a pivotal role responsible for the successful management, maintenance, implementation, and enhancement of our field service support software. This position combines technical expertise with strong project management and communication skills. The Project Manager will be the primary liaison between our field operations and the development teams, ensuring the software meets business needs and users are fully trained and supported. This role requires someone with a training background and a strong grasp of systems and workflows, enabling them to clearly and concisely communicate with the service department.
Essential Duties and Responsibilities:

Field Service Enhancements:

• Collaborate directly with developers to create and test new software features.
• Communicates the front-end user workflows to the development team, ensuring a seamless translation of business needs into functional enhancements.
• Provide dedicated support and training during go-live periods for new software rollouts, including implementations for acquired companies.

Software Support:

• Serve as the first point of contact for all field service support needs, addressing inquiries and troubleshoots from users.
• Manage helpdesk tickets by proactively providing go-live support and assisting in self-service errors.
• Supports and collaborates with all members of the service group, including leaders, technicians, and administrators.

Troubleshooting

• Update process documentation and roll out new features and fixes via email and live training sessions.
• Actively solicit and incorporate user feedback from training sessions to continuously improve the training materials and content.
• Monitor user feedback for future improvements while tracking trends for in-depth analysis.

Process Documentation & Training:

• Document and maintain comprehensive process flows and standard operating procedures (SOPs) for all software functions.
• Trains on new curriculum and ongoing refresher courses
• Ability to execute and walk through billing-related processes within the software.

Other Duties and Special Projects:

• Lead and support various special projects as assigned.
• Regular, consistent and necessary to meet the needs of the business
• Performs other duties and responsibilities as assigned
• Must conduct self in an ethical, legal, and responsible manner at all times
• Must adhere to the policies, principles, and guidance within the Employee Handbook and Code of Conduct

Competencies

• Excellent communication and interpersonal skills with the ability to build strong relationships across all levels of the organization. Strong verbal and written communication skills
• Ability to effectively communicate and present information one-on-one and in group situations, and outside of the company.
• Ability to solve practical problems and manage a variety of variables in situations and with problems where only limited information or standardization exists
• Open and transparent with a strong work ethic as well as the ability to handle sensitive and confidential information.
• Strong attention to detail
• Ability to work in a fast-paced environment
• Must be a self-starter, independent, and strong organization skills, with the ability to manage multiple priorities and deadlines at any given time
• Ability to establish and build effective working relationships with colleagues and staff. Acceptance of a variety of lifestyles, behaviors, and cultural, and spiritual practices

Education/Experience:

• Associate's degree and/or 3+ years of experience in software support systems.
• HVAC industry knowledge is a plus.
• Proven experience in training and public speaking.
• Ability to understand the software system from a technical standpoint and translate that knowledge for a front-facing training role.
• Experience with Microsoft Dynamics 365 with a focus on field service is a plus.
• Familiarity with Finance & Operations (F&O).
• A process-driven mindset with a high degree of attention to detail.
• Must be proficient in the Microsoft Office Suite, including Outlook, Excel, PowerPoint and Word

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals

with disabilities to perform the essentials functions. The noise level in the work environment is usually moderate. The workplace is in a corporate office environment and the temperature in the work environment is usually moderate. The position's primary office is the Shared Services, Irving, TX office; however, telework or work at home, on the road, or in a satellite location for portions of the workweek may occur, depending upon project needs and requirements in coordination with your direct supervisor and/or most senior leader of your department. Frequent travel may be required.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable the individuals with disabilities to perform the essentials functions.

• Must be able to walk, bend, stand, and reach constantly during a workday.
• Must be able to lift 15 - 20 lbs.
• Standing for long periods of time (4-5 hours) occasionally
• Must be able travel via plane or car to events

Salary ranges listed are dependent upon a candidate's qualifications, experience, internal equity, and the budgeted amount for the specific role and location.