Senior Technical Analyst - Salesforce

Komatsu is an indispensable partner to the construction, mining, forestry, forklift, and industrial machinery markets, maximizing value for customers through innovative solutions. With a diverse line of products supported by our advanced IoT technologies, regional distribution channels, and a global service network, we tap into the power of data and technology to enhance safety and productivity while optimizing performance. Komatsu supports a myriad of markets, including housing, infrastructure, water, pipeline, minerals, automobile, aerospace, electronics and medical, through its many brands and subsidiaries, including TimberPro, Joy, P&H, Montabert, Modular Mining Systems, Hensley Industries, NTC, and Gigaphoton.

Job Overvie

wThe Salesforce CRM Technical Analyst is a hands-on role responsible for building, configuring, and supporting enterprise Salesforce solutions across Service Cloud, Omni-Channel, Field Service Lightning, and Experience Cloud. The Salesforce platform supports a growing user base of approximately 4,000 users and continues to expand with new capabilities, including Field Service and Marketing Cloud

.
In this role, you will apply solid technical judgment and problem-solving skills to deliver secure and performant solutions through configuration, automation, targeted custom development, and support of existing integrations. You will focus on translating defined requirements into reliable technical solutions, supporting service and field operations, and improving technician productivity and customer experience. Exposure to Manufacturing Cloud is a plu

s.This is a builder role with a primary emphasis on hands-on delivery, enhancement work, and production support within an established Salesforce architectur

e.
This role will be expected to be conversant in the following are

• as:Service Cl
• oudField Service lighting(F
• SL)Omni-Chan
• nelSalesforce AI / Agentforce (exposu
• re)Integrations/A

PIs
Key Job Responsibili

• tiesConfigure and enhance Salesforce Service Cloud, including case management, Service Console, entitlements, and SLA trac
• kingConfigure and support Omni-Channel routing, queues, presence, and capacity models to improve agent effici
• encyConfigure and support Field Service Lightning features, including Work Orders, Service Appointments, Dispatcher Console, Service Territories, Skills, and Scheduling Poli
• ciesSupport and improve Field Service mobile workflows to increase technician productivity and first-visit resolu
• tionBuild, maintain, and enhance automation using Flows, approval processes, and validation r
• ulesSupport and enhance Salesforce AI / Einstein features where applicable, following established patterns and guid
• anceAnalyze, troubleshoot, and resolve Salesforce issues across configuration, automation, security, and integrat
• ionsParticipate in system reviews and identify opportunities to improve usability, reliability, and operational effici
• encyDevelop, enhance, and support Lightning Web Components (LWC) and Apex code (classes, triggers, batch jobs), primarily for enhancements, bug fixes, and extensions of existing functiona
• litySupport and enhance existing integrations using REST/SOAP APIs, middleware, and third-party applications in collaboration with senior team mem
• bersParticipate in deployments and releases using SFDX, Git, and established CI/CD pipelines such as Copado or Gea
• rsetMaintain technical documentation, including data models, solution notes, integration details, and UPN process f

lows
Qualifications/Require

• mentsApproximately 4–5 years of hands-on Salesforce platform experience in a technical delivery or analyst
• roleStrong hands-on experience with Service Cloud, including case management, queues, entitlements, Omni-Channel, and SLA configur
• ationPractical experience supporting Field Service Lightning (FSL) implementations, including Work Orders, Service Appointments, scheduling concepts, and mobile work
• flowsHands-on Apex development experience, including triggers, batch Apex, and queueable jobs, with a working understanding of governor limits and best prac
• ticesExperience supporting and enhancing Salesforce integrations, including REST/SOAP APIs, named credentials, platform events, and common middleware pat
• ternsExposure to Experience Cloud, including portal configuration, security/sharing concepts, and basic customiz
• ationSolid understanding of the Salesforce security model, including profiles, permission sets, OWD, sharing rules, and field-level sec
• urityFamiliarity with CI/CD practices, including SFDX, Git-based source control, sandboxes, and participation in established deployment proc
• essesBachelor’s degree in information technology, Computer Science, or a related field, or equivalent practical exper

• ience
  Preferred (Nice to
• Have)Exposure to Sales Cloud configuration, such as opportunity management, forecasting, or pipeline automation (CPQ knowledge is a plus but not req
• uired)Exposure to Marketing Cloud, including Journey Builder, Email Studio, or Marketing Cloud Connect integration co
• nceptsFamiliarity with Salesforce Einstein / AI features, such as Next Best Action, Einstein Bots, or similar capabi
• litiesSalesforce certifications such as Salesforce Administrator, Service Cloud Consultant, Field Service Lightning Consultant, or Platform Developer I (advanced certifications are a