ServiceMax Reviews | Glassdoor

ServiceMax Reviews

Updated August 16, 2017
69 reviews

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2.9
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David Yarnold
52 Ratings

69 Employee Reviews

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Pros
  • Great freedom, many employees are remote, work from home is fine (in 4 reviews)

  • Work/Life balance is a major attribute of this company (in 4 reviews)

Cons
  • We provide the best-in-class solution for field service management (in 4 reviews)

  • Sales reps end up frustrated when they realize that the actual opportunity to find and close deals is a tiny fraction of what they were led to believe (in 4 reviews)

More Pros and Cons

  1. "Great company and place to work"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Employee - Regional Sales Manager in Pleasanton, CA
    Current Employee - Regional Sales Manager in Pleasanton, CA
    Recommends
    Neutral Outlook
    Approves of CEO

    I have been working at ServiceMax full-time (More than 5 years)

    Pros

    Good and fair pay
    Great product
    Great Executives
    Hire great people

    Cons

    Tough Competition
    Getting resources can be a problem


  2. Helpful (5)

    "Sales teams are frustrated - here's why"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Employee - Sales in Pleasanton, CA
    Current Employee - Sales in Pleasanton, CA
    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO

    I have been working at ServiceMax full-time (Less than a year)

    Pros

    Three things matter:

    1 - The pay.
    2 - The work/life balance.
    3 - The opportunity to succeed and grow.

    The pay is decent, and work/life balance is good. The rest of this review is based entirely on #3.

    Cons

    The biggest problem is that the total addressable market is nowhere near what it is hyped up to be. Suppose I say the following to you:

    "We provide the best-in-class solution for field service management. We currently have X number of customers and Y number of total users. However, the total size of the field service industry is Z, which means that Q is the total addressable market we have yet to tap. Q is a huge number, thus the potential is extraordinary."

    Sounds good, right?

    Well, not so fast.

    What this little story doesn't tell you is that what the supposed huge addressable market wants and what Servicemax provides are two totally different things. For example, the vast majority of that addressable market are companies with less than 50 techs, but Servicemax does not serve companies with anything less than 100 techs. Huge slice of that big pie gone right there. As for what's left of the pie, one of the biggest needs those folks are trying to address is route optimization, which just happens to be a huge gap for Servicemax. There are things on the roadmap to improve in this area, but they've been on the roadmap for years.

    Where Servicemax is really good and does exceedingly well are in situations where:

    1 - The company has a minimum of 100 techs.
    2 - The techs are going out onsite to do install/repair type work. (Not any sort of cleaning service, or painting, or anything else where route optimization matters but first time fix rate and mean time to repair does not.)

    Any company that meets these two criteria should seriously consider Servicemax. The ROI is huge.

    But how big is the total addressable market that meets this criteria? I'm thinking maybe 5% (at most) of the total field service industry that a rosy picture is painted of.

    As such, 99% of the conversations sales teams have end up going nowhere. Sales reps end up frustrated when they realize that the actual opportunity to find and close deals is a tiny fraction of what they were led to believe.

    Advice to Management

    First, be honest about what the actual addressable market is. Second, realize that the way we've thus far been going after the addressable market has not been the most efficient and resolve to do whatever it takes to put together a better strategy.

  3. Helpful (3)

    "Management team is out of touch"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Employee - Account Manager in Burbank, CA
    Current Employee - Account Manager in Burbank, CA
    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO

    I have been working at ServiceMax full-time (More than a year)

    Pros

    Unlimited PTO
    Nice people
    Decent offering

    Cons

    Management Team does not support or motivate sales. First, EV has no real sales experience and does not know how to drive a sales team. He accuses the sales team of not doing there job. Wow and he expects results?? Second, no presidents club. What?? That's why sales gets up in the morning jumps on planes and does whatever it takes to win. CEO thinks he backoffice drives the company. Wow!
    Product while broad is not deep. Optimization engine is all but non-existent. Sales Enebalement is weak and Marketing is a joke no real lead generation. Inside Sales Reps cannot find leads and work on non productive projects. Finally, Salesforce is only a platform partner now that they have a New service offering they no longer bring Servicemax into deals which has a serious impact on revenue.

    Advice to Management

    You went out and hired the top players from our competitors but they all left of where fired because they tried to show you what you where doing wrong and tried to show you how to win big deals and build a real sales organization. Bring in a top sales consultant and let them help you build a real sales strategy . Stop rewarding our bookkeepers and marketing team for doing their job. The real drivers in a software company is sales. They win, we win. To GE Mgmt reach out to the top sales talent that left and get them back. This space is very difficult to train reps who have not grown up in this space. They left because of our incompetent senior management.


  4. Helpful (1)

    "maturing start up looking to grow"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Anonymous Employee
    Former Employee - Anonymous Employee
    Recommends
    Neutral Outlook
    Approves of CEO

    I worked at ServiceMax full-time

    Pros

    I had a great experience and found the company really exciting to work for. smart people who care work there.

    Cons

    recent sales strategies were not always well received by staff


  5. Helpful (4)

    "Was once a great place to work, now...Meh"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Anonymous Employee in Pleasanton, CA
    Former Employee - Anonymous Employee in Pleasanton, CA
    Doesn't Recommend
    Neutral Outlook
    Approves of CEO

    I worked at ServiceMax full-time (More than 3 years)

    Pros

    Most colleagues were great
    Catered lunch once a week
    Tri-Valley HQ cuts down on long commute
    "Take all you like" PTO policy
    Great medical benefits
    Decent Compensation for the area
    Great/Likable CEO

    Cons

    VP level management is slipping.
    Future uncertain since the GE Digital acquisition.
    Strained relationship with Salesforce since SFDC came out with their Field Service Lighting offering.
    Felt like we were trying to steer a cruise ship at times.
    Sales group in constant change (re-orgs, Comp plan, etc.)
    Optimax (scheduling optimization product) has gaps and is difficult to use.
    Seems like people get pigeonholed into roles

    Advice to Management

    Lay down some definition to your team what's going to happen with the new overlords (GE Digital). There is much nervousness in the ranks about that.

    Speed up development on Optimax, it's hard to use and set up. Too many things it doesn't do well right now. SFDC is going to be the product of choice because of this.

    Actively look for possibilities for career advancement for your people.


  6. Helpful (3)

    "Stay far away from working here"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Anonymous Employee
    Former Employee - Anonymous Employee
    Doesn't Recommend
    Neutral Outlook
    Disapproves of CEO

    I worked at ServiceMax full-time

    Pros

    Catered food once a week, independence and a flexible schedule.

    Cons

    Feeling like you are just another number, inept management, a sink or swim philosophy, wanna-be team dynamics, complete sell-outs, fake regarding the writings on their wall, uncertain future, toxic work environment.


  7. Helpful (3)

    "Sales Kick Off 2017"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Anonymous Employee
    Former Employee - Anonymous Employee
    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO

    I worked at ServiceMax full-time

    Pros

    The pay scales across all groups is above average in the relevant industry

    Cons

    I see ServiceMax kicking off their Sales Kick Off for 2017. I was at the Sales Kick Off in 2016......End result, no awards given to any and I repeat, any sales people at that kick off....it was shocking quite frankly. The only rewards given were to non - sales personnel and allot of back slapping each other by upper management. And allot of foolish skits conducted by the " Not that good sales disablement organizer's.....I'm sure there will be no sales awards given again this year judging how the sales numbers were for 2016.

    Advice to Management

    Do GE Digital a favor and " Head for the doors and hit the bricks"! Your not as good as you think you are. Never were.....across the board

  8. Helpful (2)

    "Account Manager"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Employee - Account Manager in Pleasanton, CA
    Current Employee - Account Manager in Pleasanton, CA
    Doesn't Recommend
    Neutral Outlook
    Disapproves of CEO

    I have been working at ServiceMax full-time

    Pros

    GE acquisition may help grow our pipeline. The GE technology hopefully will our lagging optimization engine.

    Cons

    Sales senior management lacks the ability to motivate the troops. Senior management believes the back office people drive the company and does not reward sales. CEO does not believe in sending sales winners to President's club.....what??? We hired top sales reps and they all left due to lack of sales leadership and no club!

    Advice to Management

    Learn to recognize Sales reps drive revenue so keep them motivated. Bring on sales leaders that no how to motivate and have passion. Sales guys want a goal. Presidents club is a must to keep top sales reps.


  9. Helpful (5)

    "Company can't achieve sales targets without Dalesforce.com"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Account Executive in Pleasanton, CA
    Former Employee - Account Executive in Pleasanton, CA
    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO

    Pros

    Great salaries. Will over-pay for most sales positions. free medical!

    Cons

    They cut into Salesforce.Com's Service Cloud business so Salesforce stopped bringing them into deals. As a result they have no real opportunity pipeline and cannot seem to generate any real leads or traction for the sales reps. GE has announced they will acquire Servicemax this month and its expected that most of the company will be laid off as they want/need only a small part of their solution to compliment their larger IOT platform. Technology is dated and has no real optimization or appointment booking capabilities so any chance to chase large deal ends in a loss.

    Advice to Management

    Replace sales senior leadership they do not know how to run a sales organization. Revamp sales enablement. The deep level of analysis the reps are force to deal with lengthen s the sales cycle. People leading it have no real sales experience at the enterprise level. Lose the layers of VP that think they know field service as they are irrelevant. Find a way to improve the product it's not close to the other leaders in this space.


  10. Helpful (3)

    "Not a company for top enterprise sales performers"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Employee - Account Manager
    Current Employee - Account Manager
    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO

    I have been working at ServiceMax full-time

    Pros

    Great benefits and perks if you work at corporate. Very young company lots of opportunity now that they have be acquired by GE Digital

    Cons

    Very inexperienced and new management team. Unable to execute on enterprise deals and management cannot seem to get a handle as to why. Many top performers have come and gone within a years time because of this. Sales Enablement is overbearing with to much training required and process that unnecessarily extend and risk the sales cycle. Lead generation is all but non-existent due to the breakup of a key partner who was responsible for the majority of pipeline. If you're new to sales and want to learn the ropes chancing small deal sizes under 100K them this is the place. If you are experienced, enterprise rep then don't waste your time and the CEO and Sales Exec's don't know how to build and enterprise sales org and you will only shake your end in frustration until you end up leaving. Product is in need of updates to compete with other leading solutions in this space.

    Advice to Management

    You will need to bring a real pipeline to GE otherwise your tenure may be limited. Hire seasoned, enterprise Sales Execs that know how to hire and support top enterprise reps. Lose the ridiculous layers that add unnecessary processes and steps to the sales cycle. Listen to top performers in this space that can help you grow revenue not continuously try to upswell small deals to existing customers.


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