Mitsubishi Power Americas, Inc., in Orlando, Florida, is looking for a
Senior Manager. Salesforce Technical Product Owner. Role OverviewWe are seeking an experienced Product Owner dedicated for Field Service Management to lead the strategy, delivery, and continuous improvement of our Commercial & Service platforms, including service delivery, work execution, field operations and quality management.
This role will serve as the primary bridge between business stakeholders and technical teams, translating strategic objectives into actionable product capabilities while ensuring solutions deliver measurable business value.
The Product Owner will own the end-to-end product lifecycle, including roadmap development, backlog prioritization, and stakeholder alignment, ensuring successful delivery of integrated digital capabilities across commercial, service, and project operations.
Key ResponsibilitiesLead configuration, development, and optimization of the application for
- Case Management & Customer Support
- Work order lifecycle (create > dispatch > complete)
- Scheduling technician workflows & mobility
- Service contracts, asset/service lifecycle
- Quality & Warranty Management
- Define and maintain the product vision, roadmap, and release strategy aligned to Kizuna program objectives and business outcomes
- Ensure all Salesforce implementations adhere to organizational governance standards and security best practices
- Participate in architecture review boards and technology steering committees
- Maintain documentation of product decisions, requirements, and configuration standards
- Collaborate with relevant teams to ensure compliance with data privacy regulations and organizational policies
• Translate business strategy into product features, epics, and user stories. Ensure alignment with enterprise priorities such as customer experience, service efficiency, and outage/project execution
• Own and prioritize the product backlog based on business value, ROI, and operational impact. Break down large initiatives into clear user stories with defined acceptance criteria. Lead Agile ceremonies (sprint planning, review, backlog refinement) to ensure delivery effectiveness
• Act as the voice of the business, bridging stakeholder needs with technical implementation. Collaborate with cross-functional teams (Sales, Service, Operations, IT, Finance, Legal & Quality) to gather requirements and validate priorities. Provide ongoing communication on product status, risks, and delivery outcomes
• Oversee product development across:
- Service Cloud - Customer support and service operations
- Field Service - Field operations and workforce management
- Quality Management
- Define and maintain the QMS product vision and roadmap
- Align product priorities with:
- Regulatory requirements (ISO 9001, ISO 14001, FDA, etc.)
- Business goals (quality improvement, audit readiness, risk reduction)
- Partner with:
- FSM, Project Planning, Quality leadership (QA/QC heads), and Compliance & regulatory teams
- IT / enterprise architecture
- Drive process standardization, automation, and data integrity
- Ensure solutions leverage application best practices and scalable architecture
- Ensure clean data flows between native and non-native applications
- Develop and maintain functional documentation, training materials, and end-user enablement for commercial teams
- Manage ISV partner relationships and evaluate new tools against business needs
- Lead & manage multimillion dollar Application Managed Service vendor contract for support & maintenance.
Requirements• Bachelor's degree in business, Computer Science, Information Systems, Engineering or related field
5-8+ years of experience in Product Owner, Product Manager, or similar role in enterprise systems (preferably experience with Salesforce CRM, FSL, FSM, and SAP ERP integration)
• Deep hands-on expertise in Salesforce Service Cloud and Field Service
• Experience managing Quality Management Systems. Align QMS capabilities to business and regulatory outcomes
• Hands-on experience with Salesforce platform including:
Strong experience in:
- Customer service operations, case management, or support systems
- Field service or technician-based operations
- SLA management, service metrics, customer experience KPIs
Experience managing:
- Mobile workforce tools or scheduling systems
Demonstrated ability to:
- Translating business requirements into ASML, Asset 360 features, and B2B Industrial Services Field Service Management
- Prioritize backlog based on revenue impact and customer needs utilizing Jira, Azure DevOps or similar tools and framework
• Strong understanding of Agile / Scrum methodologies. Proven experience managing product backlogs, roadmaps, and stakeholder alignment
• Experience working with cross-functional teams in complex enterprise environments
• Experience in Power generation, oil & gas, or heavy industrial industries with an emphasis on field service management background strongly preferred
- Must be legally authorized to work in the United States on a permanent basis and must not require employer immigration sponsorship, now or in the future.
- Travel up to 15%
Preferred / Nice to Have• Salesforce Administrator, Service Cloud or Field Service Management accreditation
• Implementation project experience
• Familiarity with turbine service contracting models (LTSA - Long-Term Service Agreements)
• Experience in manufacturing, industrial services, or project-based revenue business models
• Certified or Professional Scrum Product Owner (CSPO or (PSPO) or Project Management Professional Certification (PMP)
• Experience working with enterprise AI platforms such as:
- Microsoft Copilot / Copilot Studio / Azure OpenAI
- Salesforce Agentforce (Einstein AI / GenAI capabilities)
• Bilingual English/Spanish a plus given Americas scope
Success Metrics / KPIs• Clear, actionable product backlog aligned to deliver program benefits:
- Sales Expansion
- Outage Margin Leakage
- Internal Productivity
• Drive efficient, high-quality service execution and customer experience
• High stakeholder satisfaction
Operational Efficiency
- Average response time
- Mean time to repair (MTTR)
Service Quality
- First-time fix rate (FTFR)
- Repeat visit rat
Workforce Productivity & SLA Compliance
- Technician utilization rate
- Jobs completed per day
- % SLA adherence (response + resolution targets)
• Release delivery on schedule: Improve cycle time of new features by X
Why Should You Apply?- Excellent Benefits (Medical, Dental, Vision & 401K Matching).
- Excellent development programs and advancement opportunities.
- Tuition reimbursement and on-the-job training.
- Paid vacation, sick time, and holidays.
- Committed to quality products and services.
- Great working environment and culture.
- Employee Appreciation Programs and Event.
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