Job Description

The National Accounts Computerized Maintenance Management System Specialist (NACMMS) works alongside our National Accounts Managers and Leadership in each local office to ensure our national accounts customers receive the highest level of communication and first-class customer service as outlined in our agreements. The NACMMS is responsible for administering, integrating, and optimizing all customer-facing software platforms (CMMS), including work order management systems, CRM tools, and customer portals. This role ensures accurate data flow between customer systems and internal sales and operations teams, enabling efficient lead management, job execution, and revenue tracking.
This position serves as the systems bridge between customers, field crews, operations, sales, and leadership.

REQUIRED QUALIFICATIONS
• High School Diploma or equivalent
• 2-5 Years experience managing CRM, CMMS, or field service software platforms
• Strong understanding of field service software workflows
o I.E. - ServiceChannel, Office Trax, Corrigo, Prism, etc
• Self-starter with the ability to take initiative and be an independent and critical thinker
• Excellent written and verbal communication skills
• Highly organized using a variety of tools (email, calendars, software)
• Excellent time management skills
• Ability to multitask simultaneous responsibilities
• Ability to thrive during intense deadline situations
• Advanced customer service skills
• Exemplify our five core values (Safety, Others, Integrity, Initiative, and Passion)
• Manage multiple customer work order management systems and portals
• Administer internal field service / work order platforms
• Own CRM lead intake, routing, and tracking from customer systems to sales
• Ensure customer-generated work requests and leads are:
o Accurately captured
o Properly categorized
o Routed to the correct internal teams
• Configure workflows, automations, and system rules
• Coordinate integrations between:
o Customer systems
o Field operations platforms (CMMS)
o CRM and reporting tools
• Monitor data accuracy, job status updates, and close-out requirements
• Track and audit work reports
• Communicate work-reports (Completed & Scheduled) via verbal, email, CRM, mapping tools
• Ensure work orders include required:
o Location data
o Inspection notes
o Photo documentation
o Compliance and close out records

PREFERRED QUALIFICATIONS And/Or EXPERIENCE
• Familiarity with GIS, asset management, and compliance tracking systems
• API or system integration experience
• Experience in utilities, infrastructure, vegetation management, maintenance services, etc.
• Develop operational and sales dashboards (job volume, SLA compliance, etc)
• Train office and field personnel on system usage
• Service as primary liaison with software vendors and customer IT contacts
• Monitor multiple software systems for work-report irregularities
• Oversee CRM systems to capture, route, and track customer-generated leads and contract opportunities
• Proven experience documenting end-to-end business workflows, current and future state
• Experience in translating tribal knowledge from stakeholders into clear:
o Process maps
o SOPs
o Written documentation
o Standardizing manual workflows in preparation of automation
o Experience using process mapping tools (e.g. Lucid, Miro, Visio)
• Cross-System Thinking
o Understands how data flows between systems and where breakdowns occur
o Comfortable identifying:
o Data ownership
o Source of truth
o Handoffs and dependencies
• Automation and Integration Fundamentals
• Hands-on experience with or strong understanding of automation tools (e.g. Zapier, Power Automate, Workato)
• Experience with:
o APIs (REST basics)
o Webhooks
o Data mapping and transformations
• Experience in managing and monitor existing integrations post-implementation
• System Ownership and Ongoing Management
o Managing integrations
o Monitoring Failures
o Troubleshooting issues
• Coordinate fixes with vendors, customers, or internal teams
• Experience in maintaining documentation as systems evolve
• Experience with basic project management concepts
o Requirements gathering
o Defining scope
o Change management
o Rollouts and testing
• Familiarity with project management tools

PHYSICAL REQUIREMENTS
• Must have the ability to sit and work at a desk on a computer for extended periods

Opterra Solutions, Inc. is an equal opportunity employer. Qualified applicants will receive consideration without regard to race, color, religion, age, sex, national origin, marital status, disability status, genetics, political affiliation, protected veteran status, pregnancy, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.