Description
**Requisition ID:** 70769
**About Whirlpool Corporation**
Whirlpool Corporation (NYSE: WHR) is a leading home appliance company, in constant pursuit of improving life at home. As the only major U.S.-based manufacturer of kitchen and laundry appliances, the company is driving meaningful innovation to meet the evolving needs of consumers through its iconic brand portfolio, including _Whirlpool_ , _KitchenAid_ , _JennAir, Maytag_ , _Amana,_ _Brastemp_ , _Consul_ , and _InSinkErator_ . In 2024, the company reported approximately $17 billion in annual sales – close to 90% of which were in the Americas – 44,000 employees, and 40 manufacturing and technology research centers. Additional information about the company can be found at WhirlpoolCorp.com .
**The team you will be a part of**
You will join a dedicated, multidisciplinary technical team from IT structure in LAR. This team is responsible for the Salesforce Service Cloud and Field Service Cloud to enable Manufacturing Industry capabilities for Consumer Services area.
**This role in summary**
The purpose of this role is to act as the technical lead for Salesforce Service and Field Service Cloud, driving the architecture, governance, and seamless implementation of digital customer care and field operations within the manufacturing domain. The primary priorities and expected outcomes focus on delivering scalable platform solutions to transform service levels, manage partner execution, and achieve strategic improvements across consumer service KPIs In 1-2 sentences, provide an overview of the purpose, priorities, deliverables and expect oked outcomes of the role.
**Your responsibilities will include**
+ **Lead** the technical and functional architecture for Salesforce Service Cloud and Field Service Cloud solutions under the project’s scope.
+ **Oversee** and optimize core customer service configurations, including case management, SLAs, intelligent omnichannel routing, and digital channel integrations (such as Chat and Email).
+ **Architect** and support digital field operations, optimizing partner networks, service appointments, and real-time mobile execution.
+ **Design and govern** complex integrations between Salesforce and core enterprise backend systems (including corporate ERPs, e-commerce systems, and external customer channels) using enterprise API management standards.
+ **Ensure** data structure quality and alignment with the company’s comprehensive Customer 360 strategy, establishing clear naming conventions and data governance practices.
+ **Enforce** robust security controls, including role-based access control (RBAC) and enterprise authentication protocols across integration pipelines.
+ **Drive** operational efficiency through automated workflows, macro development, and structured knowledge base management.
+ **Govern** pipelines CI/CD from Salesforce products ensuring optimized and quality deploys and deliverables following best practices for global architecture.
**Minimum requirements**
+ **Education** : Bachelor’s degree in Computer Science, Computer Engineering, Systems Analysis, or a related technology field.
+ **Experience / Technical Knowledge** : Proven senior-level or tech lead experience in end-to-end implementations, solution design, and architectural governance of Salesforce Service Cloud and Field Service Cloud.
+ **Advanced English** to drive and manage global alignments, forums and meetings related to architecture, software engineering and security and privacy standards
**Preferred skills and experiences**
+ **Certifications** : Active official Salesforce certifications (e.g., Service Cloud Consultant, Field Service Consultant, or Advanced Administrator).
+ **Industry Expertise** : Experience in the Manufacturing sector, with a conceptual understanding of parts catalogs, inventory management, and warranty claim lifecycles.
+ **Integration & Cloud Ecosystems** : Conceptual familiarity with enterprise cloud data platforms, data warehouse environments, API gateways, and corporate single sign-on (SSO) solutions.
**What we offer**
_Flexible schedule
_”No dress code”.
_Gympass;
_Transportation voucher, Shuttle buses or Free parking at the company;
_Food voucher;
_Meal on site;
_Benefits such as payment-deducted or social loans, health plan, dental plan, life insurance, and private pension plan compatible with the market;
_Employee Support Program, with 24-hour assistance from legal, social, financial, social workers, and psychologists;
_Daycare assistance or Nursery at the company;
_Services available on-site: beauty and aesthetics salon, internal bank agency, laundry, cafeteria, restaurant, and lactation room;
_Two weeks of remote work from anywhere;
_After 5 years with the company, eligible employees can take four weeks of paid leave;
_Discount on products through Compra Certa.
_Discount on insurance (pet, auto, home, bike, travel, and more)
_Extended maternity/paternity leave
Learn more at https://www.whirlpoolcareers.com/trabalhe-conosco-no-brasil/
Connect with us and learn more about Whirlpool Corporation
See what it’s like to work at Whirlpool by visiting Whirlpool Careers (http://www.whirlpoolcareers.com/) . Additional information about the company can be found on Facebook (http://www.facebook.com/WhirlpoolCorp/) , Twitter (http://twitter.com/whirlpoolcorp) , LinkedIn (http://www.linkedin.com/company/whirlpool-corporation/life/) , Instagram (http://www.instagram.com/whirlpoolcorp/) and YouTube (http://www.youtube.com/user/WhirlpoolCorporation) .
Whirlpool Corporation is committed to equal employment opportunity and prohibits any discrimination on the basis of race or ethnicity, religion, sex, pregnancy, gender expression or identity, sexual orientation, age, physical or mental disability, veteran status, or any other category protected by applicable law.
