IT QA & Training Lead

Job Title: IT QA & Training Lead

Location: Cincinnati, OH

Silco Fire & Security isn’t just a company, it’s a mission. Every day, our team plays a vital role in protecting lives and property for over 45,000 businesses across Ohio, Kentucky and surrounding states. We design, install, maintain and monitor fire protection and security systems that keep people safe and businesses compliant.

As the market leader in the Midwest, Silco is a growing, family-owned company with over 400 employees working from our headquarters in Cincinnati and branches in Dayton, Columbus, Akron, Cleveland, Toledo and Louisville. Recognized as a Top Workplace and named to the Inc. 5000 list of fastest-growing private companies, we have a long-standing track record of success and ambitious goals for the future.

Our impact extends beyond fire alarms and sprinklers; we provide peace of mind to the communities we serve. At Silco, you’re not just doing a job, you’re making a difference.

Job Responsibilities:

• Quality Assurance:
• Own QA for Salesforce changes across Sales Cloud, Service Cloud, and Field Service.
• Develop and maintain regression test plans for Flows, Apex triggers/classes, validation rules, screen flows, and automation.
• Perform end-to-end UAT coordination for new releases, field service configurations, and mobile app updates.
• Validate data integrity and record relationships across Work Orders, Service Appointments, Maintenance Plans, and related objects.
• Test integrations between Salesforce and external systems (ERP, email, document generation, third party systems, etc.).
• Work closely with IT Product Owners and other IT team members to verify acceptance criteria and triage issues before deployment.
• End-User Training & Enablement:
• Design and deliver training programs for office and field technician staff.
• Develop user guides and videos as needed.
• R un hands-on sessions for technicians, coordinators, and managers covering Field Service Mobile, Work Orders, and scheduling processes.
• Translate complex release notes into plain-language “what this means for you” summaries.
• Measure adoption metrics (logins, feature usage, error rates) and adjust training to target gaps.
• Along with the IT Product Owners, serve as the Salesforce “go-to” resource for user questions and feedback, closing the loop with IT on recurring pain points.
• Cross-Functional Collaboration:
• Partner with business stakeholders to define test scenarios that reflect real-world operational use.
• Collaborate with the IT team to ensure functional designs meet user needs before UAT.
• Participate in release management cycles — from sandbox testing to production validation.
• Identify ongoing training needs based on support tickets, QA findings, system enhancements, and continual end-user feedback.
  

Qualifications:

• 3 years of hands-on experience with Salesforce (preferably including Field Service).
• Strong understanding of Salesforce data model, automation tools (Flows, Process Builder, Apex), and permissions/security model.
• Experience managing UAT and QA processes in a Salesforce environment.
• Proficiency in documentation and communication — translating technical updates into clear, practical training.
• Familiarity with Jira.
• Prior experience working in an Agile framework/environment.
• Additional considerations:
• Salesforce admin certification
• Experience with test automation tools
  

Benefits:

In addition to a competitive compensation package, Silco offers a wide range of benefits such as medical, dental, vision, Aflac and a Flexible Spending Account (FSA). Silco offers company paid short-term disability and life insurance, as well as company paid training. The Company also boasts a 401(k) program with company matching and tuition reimbursement. Silco provides paid holidays and generous paid time off.

Employment at Silco is contingent upon completing and passing a background check and drug screen. Silco is an Equal Opportunity Employer.