Salesforce Administrator I

Job Description

Job Description

About Bell and Howell

Bell and Howell delivers technology-driven Automation Services and Automation Solutions that help businesses optimize performance, reduce downtime, and improve customer experiences.

Our Automation Services bring a dedicated team of expert mechatronic service engineers completely covering North America and backed by our Integrated 360™ advanced technology enabling remote repair, diagnostics, automated SmartOps Dispatch™ and 24/7/365 technical assistance for our clients. We provide a comprehensive and certified level of support for thousands of diversified clients.

Our Automated Solutions product portfolio consists of next-generation equipment delivering best-in-class performance enhancing workflow efficiency and elevating customer experiences across multiple markets including retail, pharmaceuticals, packaging, mail production, ecommerce and manufacturing – all backed by the best service in the industry.

Location: Durham, NC (On-site)

Summary:

The Salesforce Administrator (Associate Level) will support the day-to-day configuration, maintenance, data quality, reporting, and user support of the Salesforce platform, with primary focus on Service Cloud and Salesforce Field Service. This role will work with business stakeholders, Salesforce administrators, analysts, and development partners to support case management, work order management, service appointments, technician enablement, mobile field service processes, dashboards, and ongoing platform adoption.

The ideal candidate has hands-on Salesforce administration experience, strong problem-solving skills, curiosity, and a desire to continue growing within the Salesforce ecosystem. This role is well suited for someone with approximately 3 years of Salesforce administration experience, particularly in user support, configuration, reporting, dashboards, data quality, and business process improvement. Candidates with less experience may also be considered if they demonstrate strong Salesforce aptitude, meaningful Trailhead progress, certification pursuit, and a passion for learning and supporting the platform.

Duties and Responsibilities:

• Support day-to-day administration of the Salesforce platform, with primary focus on Service Cloud and Salesforce Field Service, while assisting with related Sales Cloud, Experience Cloud, Salesforce CPQ, and Marketing Cloud Account Engagement needs as assigned.
• Assist with configuration and maintenance of Salesforce features including fields, page layouts, Lightning record pages, flows, validation rules, approval processes, assignment rules, permission sets, reports and dashboards.
• Support Service Cloud and Field Service processes including Case Management, Work orders, knowledge, Work Orders, Service Appointments and mobile field service functionality.
• Triage Salesforce user support requests, investigate issues, document findings, resolve routine items and escalate complex issues to senior administrators, developers, or external partners as needed.
• Assist with Salesforce data loads and quality activities, including account, contact, asset, work order, and field service-related data.
• Partner with business users, service leaders, dispatch, field operations, Salesforce administrators, analysts, and development partners to understand needs, document requirements, and support process improvements.
• Support testing, documentation, and deployment readiness for Salesforce enhancements, releases, and business process changes.
• Support end-user training, adoption activities, quick-reference materials, and ongoing education for Service Cloud and Field Service users.
• Continue building Salesforce knowledge through hands-on configuration, Trailhead, certification study, release-note review, and participation in platform improvement initiatives.

Supervisory Responsibilities: N/A

Competencies (Skills, Knowledge and Abilities):

• Salesforce Administrator Certification preferred; candidates actively pursuing certification or demonstrating meaningful Trailhead progress will be considered. Certification reimbursement eligibility.
• Foundational hands-on experience with Salesforce configuration, reporting, dashboards, user support, data quality, flows, permission sets, and issue troubleshooting preferred.
• Comfortable working both independently and as part of a team, with guidance from senior team members.
• Strong analytical, troubleshooting, communication, and documentation skills.
• Ability to work with business users to understand issues, ask clarifying questions, and translate needs into documented requirements.
• Proficient with Microsoft Office applications, including Word, Excel, PowerPoint, and process-mapping tools.

Education and Experience:

• Bachelor’s degree in business, Information Systems, Computer Science, or equivalent combination of education and experience preferred.
• Approximately 3 years of hands-on Salesforce administration experience preferred, including exposure to configuration, user support, reporting, data quality, and business process support. Candidates with less experience may be considered if they demonstrate strong Salesforce aptitude, Trailhead progress, certification pursuit, hands-on project experience, and a high level of curiosity, ownership, and drive
• Foundational understanding of Salesforce administration concepts, including users, profiles, permission sets, objects, fields, page layouts, reports, dashboards, flows, and data quality.

Physical Requirements:

• Requires standing and walking; stooping and kneeling; reaching with arms and hands lifting to waist up to 10 pounds
• Requires sitting; using hands to finger keyboard; talking and hearing
• Requires close vision for computer work and reviewing correspondence
• Occasional travel may be required
• Work is performed in a controlled office environment

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Bell and Howell is an Equal Opportunity Employer. It is company policy to administer employment based solely on an individual’s qualifications, ability and performance without regard to race, color, religion, gender identity, sex (including pregnancy, lactation, childbirth or related medical conditions), sexual orientation, age, national origin or ancestry, physical or mental disability, genetic information (including testing and characteristics), veteran status, uniformed servicemember status, marital status, or any other characteristic protected by federal, state or local law.